CALL CENTER ? SENIOR VICE PRESIDENT - SITE DIRECTOR REQUIRED
Australian Communications Group (ACG) is a rapidly growing, industry leading business process outsourcing and software development organization. As a high growth organization with an entrepreneurial culture we are committed to a high octane, fun and collaborative work environment. As a member of the ACG team you will have a high degree of responsibility and autonomy giving you a singular opportunity to make a difference is the organizations shape, direction, and growth.
POSITION RESPONSIBILITIES:
The Site Director (SVP) is responsible for the management and development of supervisors and all other operational management associated with day-to-day contact center operations. Operationally, the Site Director is responsible for the development and implementation of all operational strategy the ensures that performance, culture and overarching contact center controls and processes are aligned with corporate and client objectives. This role works closely with corporate leadership and requires a high degree of initiative, sound judgment, and leadership.
Manage Directors, Supervisors, and Team Leaders
Oversee quality, production, and hours.
Assist with implementation of strategic sales plans, ensuring they are in alignment with corporate objectives
Manage metrics, performance criteria, policies, and procedures to continuously improve call center productivity
Directs sales forecasting activities and sets performance goals and objectives accordingly
Review and provide guidelines and best practices for maintaining competitive edge
Develop and maintain strategy on ensuring customer satisfaction on all sales transactions
Analyze and respond to changing market conditions, to include competitive benchmarking
Analyze trends which includes producing statistical reports on individual performance and sales trends
Provide team motivation and development to maximize sales opportunities
Responsible for the overall performance and productivity of Supervisors
Responsible for weekly payroll review and submission to ensure correct entries
Building management of all building maintenance.
Responsible for the physical security of the building
Other duties and responsibilities as assigned
CANDIDATE QUALIFICATIONS:
Associate degree and/or relevant work experience
Exceptional interpersonal & communication skills
Strong supervisory experience including staff development
Working knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint
Demonstrated ability to drive sales through the actions of others
Understanding of call center tools and technology used to manage KPIs and SLAs
Possess effective conflict resolution skills (both customer and agent conflict)
Possess time management, planning, organizational and multi-tasking skills
Ability to learn new products and systems
Ability to work in a professional fast-paced environment
COMPENSATION DETAILS:
WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?
We believe that hard work should pay off, so we make sure that our compensation and total rewards are competitive. Standard starting compensation is commensurate with experience. Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year.
Employees earn paid time off as well as paid holidays and paid training opportunities. Regular daily, weekly and monthly incentives are part of the overall compensation our team members enjoy and include monetary incentive and prizes such as computers, tablets, phones, TV?s, trips, tickets, and even cars. In addition to our standard group benefits offering for full-time employees following 180-days of employment, all employees are eligible to opt for our ACG medical plan. Benefits options and plans vary slightly by location.