VP of Call Center Operations - REMOTE

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Requirements:

• Extensive experience managing call center teams of 100+ agents, preferably remote.
• In-depth knowledge of dialing strategies, scriptwriting, and coaching techniques.
• Experience managing dialer systems (e.g., Five9) with an understanding of their operation.
• Ability to analyze call center data and turn insights into strategies.
• Hands-on experience with SMS campaigns as part of communication strategies.
• Strong track record of improving contact rates and overall performance.

Responsibilities:

• Develop and implement dialing strategies that align with business goals.
• Optimize contact lists to improve contact rates and conversion rates.
• Manage teams of 100+ agents, ensuring high engagement and achievement of KPIs.
• Write scripts, coach agents, and implement performance improvement initiatives.
• Analyze contact center data to identify trends and transform insights into actionable strategies.
• Design, execute, and oversee SMS campaigns to enhance customer outreach.
• Oversee call center dialers, needing hands-on experience.
• Lead and coach teams on appointment scheduling, confirmations, and rescheduling.