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Purpose: 

Provides daily support to the Call Center Campaign Manager by supervising and managing third party call center outsource partners.  Manages a call routing solution to reduce abandonment rates and improve conversion rates.

 

Essential Functions:

 

·         Develops relationships with all call center partners.

·         Reviews call volume forecasting for accuracy based on historical performance and analysis of current tactics that will drive volume to the call center.

·         Manages call routing to call centers based on assessed performance and staffing levels.

·         Ensures Service Level Agreement Compliance.

·         Assesses call quality and feedback based on call calibration sessions and live monitoring.

·         Performs daily reporting of calls handled, abandonment rates and average speed of answer for all call center partners.

·         Reviews KPI metrics o f call center partners.

·         Develops a monthly scorecard to measure performance across all call centers that will include daily reporting metrics, conversion rates and FOV rates.

 

 

 

 

Qualifications: 

 

Minimum Required Education and Experience: 

  • BS/BA Degree or equivalent

  • Requires 3-5 years of large-scale outbound call center experience

  • Requires a minimum of 2-5  years vendor relationship management in the outbound call center industry

Required Knowledge, Skills and Abilities:

  • Proficient with MS-Office Suite (Word, Excel, PowerPoint, Access)

  • Knowledge of inbound and outbound call center strategies

  • Understanding of call center best practices, dialer management, staffing, outbound campaign management and scripting/CRM applications is preferred

  • Understanding of telemarketing rules, regulations and DNC requirements

  • Strong analytical skills with excellent computer skills

  • Excellent interpersonal, verbal and written communication skills  

  • Ability to multi-task in a fast-paced and dynamic environment

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