Job Details

Description

MAJOR RESPONSIBILITIES: Examine and Contribute NCC strategies: Forecast and design programs to provide appointment levels necessary for the field to meet their specific targets.Review account management performance and the contribution of up to 30 representatives in outsourced locations.Prepare shift projections, evaluate and alter programs when necessary. Conduct in depth analysis on performance and provides forecasting projections.

Oversee NCC Operations : Review the call patterns, abandon rates, and service labels on all telephone lines to assure a 90% service level in house.Monitor up to 25,000 advertising and customer service calls for call center operations. Select and maintain overflow centers that handle inbound and outbound business, handling 15,000 calls annually in English and Spanish.Maintain a conversion of leads at 50% or greater and maintain a min of 50% show conversion monthly. Partner with the marketing and field leadership to streamline open house campaigns, and grand opening for new or modernized centers.

Develop and Lead NCC Business Strategies: Provide leadership, strategic planning, and vision regarding call center operations to Executive team to help drive the business forward. Confer with managers to identify, plan, and develop methods and procedures to obtain greater efficiency in all call centers.

Organize NCC Training Techniques: Establish and direct training programs for internal and external operations. Organize the training classes and seminars for call centers and for field support on telephone and sales techniques.

Manage NCC Employee Operations: Oversees National Call Center operating budget including monthly payroll, design of commission programs for staff, managers, and overflow companies. Monitors the hiring, training, and human resources issues for a staff of approximately 50, including managers.Conducts evaluations and performance of management staff for the in-house call center. Direct the management staff to oversee all shifts to ensure they meet the expected projected goals.

Performs other duties as required MANAGEMENT AND COLLABORATION: Manages the day-to-day operations of the National Contact Center.

Collaborate with the Marketing Department to determine the effectiveness of advertising, booking rates, and trends to determine the results of the program

Collaborate with Franchise Owners regarding the results of advertising campaigns, show rates, lead generation and overall performance of the center

Collaborate with other departments to carry out the organization’s goals and objectives QUALIFICATIONS: University degree or commensurate work experience

Six (6) to ten (10) years of Management and Sales Experience

Five (5) years plus managing a call center with 24/7 operations, and outsourcing programs in English and Spanish.

Salesforce experience a strong plus

Comfortable working in a 24/7 365-day environment.

Able to respond to changes in stakeholder demands, including field support, franchise concerns, new telephone systems and computers. KEY COMPETENCIES: Strong communication skills working with executive management, vendor partners, field management, and support personnel.

Understanding the journey of clients and prospective callers.

Demonstrated analytical skills regarding Center performance and expense management

Excellent communication, presentation, and interpersonal skills

Excellent problem-solving skills

Ability to perform multi-tasks

Concentration required when reviewing financial statements and business plans

Ability to manage multiple priorities and work under pressure Qualifications

Skills

Behaviors

: Motivations

: Education

Experience

Licenses & Certifications

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the notice from the Department of Labor.