Vice President of Call Center Operations
Location: LATAM or Philippines (Remote)
Are you an experienced leader with a proven track record in call center management? This VP role is perfect for someone who thrives on optimizing operations, leading large teams, and driving performance through data-driven strategies.
Key Responsibilities
- Strategic Dialing: Develop and implement dialing strategies that align with business goals. Optimize contact lists to improve contact rates, conversion rates, and overall performance.
- Large Team Leadership: Manage teams of 100+ agents, ideally in a remote environment, ensuring high engagement and achievement of KPIs.
- Performance Coaching: Write scripts, coach agents, and implement performance improvement initiatives to elevate results.
- Data-Driven Insights: Analyze contact center data to identify trends and transform insights into actionable strategies that drive success.
- Campaign Expertise: Design, execute, and oversee SMS campaigns to enhance customer outreach and engagement.
- Dialer Management: Oversee call center dialers, with hands-on experience required (Five9 experience strongly preferred).
- Appointment Optimization: Lead and coach teams on appointment scheduling, confirmations, and rescheduling to improve efficiency and customer satisfaction.
What You Bring
- Proven Leadership: Extensive experience managing call center teams of 100+ agents, with a preference for remote team management.
- Call Center Expertise: In-depth knowledge of dialing strategies, scriptwriting, and coaching techniques.
- Technical Proficiency: Experience managing dialer systems (e.g., Five9), with a solid understanding of their operation and optimization.
- Analytical Skills: Ability to analyze and interpret call center data, turning insights into strategies that improve outcomes.
- Campaign Management: Hands-on experience with SMS campaigns as part of an integrated communication strategy.
- Strategic Vision: Strong track record of improving contact rates, conversion rates, and overall team performance.
Why This Role?
This is a unique opportunity to lead a large, remote team in a high-impact role. You’ll have the chance to shape call center strategy, implement cutting-edge solutions, and drive measurable results in a dynamic and fast-paced environment.
Ready to lead and make an impact?