Director - Call Center Operations / Telemarketing - ...

Job Description: Responsibilities include: ** Manage the daily operations of the Telemarketing department - headcount 35-40 (3 supervisory and 30 - 40 telemarketing agents). Manage the team and direct them towards established goals. ** Work with the Legal Department to ensure that State and Federal Telemarketing Rules pertaining to the states the Company are calling are adhered to as it relates to the following: “Do Not Call” lists, filing scripts, registering Telemarketing Agents, specific call periods, and who can be contacted. ** Develop annual budget and goals. ** Develop operational procedures and direct the administrative functions. ** Oversee and coordinate Dialer workflow and day-to-day activities. ** Establish an optimal sales culture yielding maximum performance. ** Manage and own the business and operational relationship with the Dialer Vendor. ** Work on dialer setting up work, cleaning and dividing campaigns, updating and creating scripts, setting up campaigns, generating reports, reviewing daily sales performance, controlling state drop rations, reviewing and updating State DNC. ** Develop, execute, and manage Telemarketing programs by testing and monitoring script success and analyzing call data. ** Implement special enrollment offers by preparing applicable scripts and coordinating with key personnel in Data Processing, the Service Center and any other external service providers. ** Responsible for training, monitoring, and evaluating TSRs and demonstrating a sales process that fosters exemplary customer care and revenue growth. ** Design and develop optimal compensation and incentive structure. ** Develop and implement TSR training programs and conduct training updates on product features and pricing. ** Create and maintain all sales and productivity reports, and provide upper management with monthly recaps, including closing ratios, revenues, and agent performance. ** Track leads usage and utilization by category and agent to ensure leads are maximized. ** MUST BE ABLE TO WORK NIGHTSHIFT WEEKDAYS AND WEEKENDS.   QUALIFICATIONS Mandatory Minimum Qualifications - Must Have: Graduation from an accredited college or university with a Bachelor’s degree in a business related field or equivalent experience. Must possess a minimum of 7 years previous experience in a Telemarketing environment, and a minimum of 5 years experience in a supervisory/managerial capacity within Telemarketing. Should have a solid understanding of FTS and State “Do Not Call” processes, procedures, and guidelines to ensure the Company is, and stays, in adherence of all laws. Must be accomplished in sales management and employee development. Must possess excellent analytical skills. Must be computer literate and be proficient in Microsoft Word and Excel. Must possess excellent written and verbal communication skills. Must be able to communicate effectively with employees at all levels. Must possess excellent interpersonal skills. Must be detail oriented and possess excellent organizational skills. Must be “ideas” oriented. Must have experience in Dialer Operations. Must possess excellent leadership skills. Must possess strategic business acumen coupled with tactical operations experience. Must be able to set priorities and manage time. MUST BE ABLE TO WORK NIGHTSHIFT WEEKDAYS AND WEEKENDS. NO RELOCATION ASSISTANCE IS BEING OFFERED, LOCAL CANDIDATES PREFERRED   Education: Associates   Certifications: None   Licenses: None