Televerde helps global B2B organizations generate demand and accelerate sales through a combination of strategic data solutions, marketing technology and highly skilled sales professionals. Since inception in 1994, Televerde has been a purpose-driven company generating more than $10 billion in revenue for its clients. To learn more, visit https: www.televerde.com.
The Senior, Engagement Center Manager (Perryville Operations) is responsible for the strategic planning and execution of all Engagement Center operations. Core duties include management and leadership of processes for the continuous improvement of the customer experience. You will be responsible for management of Senior Leadership and Engagement Center Supervisors.This role will have general oversight of quality management, recruiting, coaching and training. This position with have budgetary responsibilities overseeing workforce planning. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.
The Senior, Engagement Center Manager (Perryville Operations) executes the vision for the operation ensuring the Call Center meets customer and organization needs.
Essential Functions and Responsibilities
Knowledge, Skills, and Abilities
Strong management and leadership skills, with the ability to enthusiastically engage and motivate others.
Proven ability to problem solve, handle conflict, anticipate issues/concerns, troubleshoot problems, and proactively institute creative solutions.
Ability to effectively delegate as necessary, with appropriate follow-up and accountability for timely results.
Ability to benchmark and measure effectiveness of programs and campaigns and drive change for improvements.
Excellent verbal and written communication and document preparation skills.
Proficient in Windows-based software applications and the ability to understand system logic and capabilities.
Solid understanding of tactical and strategic marketing methodologies.
Education and Experience
Bachelor's degree or equivalent years of related experience required.
Minimum 10 years of responsible call center experience required.
7+ years successful management experience preferred.
Project management skills and ability to manage people and teams with multiple functions on various levels in the organization required.