| Director of Contact Center |
Job Location:
Metro Area: |
Dallas, TX
TX - Dallas
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Category: |
Call Center Operations
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Contact Info |
Company Name: Confidential
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Apply: Submit Resume Now
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Job Description:
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Our client is one of the largest tour and charter bus operator and the second largest motorcoach service provider in the US operating in 38 business units located in 26 states. Headquartered in Dallas, Texas, they provide transportation services throughout the fastest-growing states in the Western, South Central and Southeast regions of the United States including motorcoach charters, tours, sightseeing, commuter transportation, airport and casino shuttles, rail crew transportation and contract services for municipalities and corporations.
The Director of Contact Center will build and manage the contact center in Dallas from the ground up. The Director will create a high performance environment by establishing proper metrics and delivery goals, coaching and mentoring Contact Center personnel, and managing all vendors and associated activities among other responsibilities.
The success candidate will bring prior experience building an effective outbound sales program utilizing strategic sales, marketing, and operational excellence to truly impact the corporate bottom line.
Responsibilities:
• Create and manage a contact center culture of performance and professionalism.
• Create and execute sales strategies and initiatives to maximize every incoming and outbound contact.
• Hire, manage, train, and develop contact center professionals.
• Perform ongoing analysis of contact center sales productivity.
• Utilize metrics and analysis to implement solutions that will increase motivation and drives goals and objectives.
• Monitor telemarketing presentations to ensure adherence to company policies and procedures.
• Manage Do Not Call Compliance.
• Analyze performance and provide decision making whether to retain vendors not performing.
• Establish Process and Procedures that assist in the execution of the on-Site, internal charter and tour sales and lead generation.
Requirements:
• 5-10 years of Contact Center/Call Center Inbound and Outbound Sales Management experience.
• Action-oriented personality.
• Experience presenting new ideas to upper management to drive sales initiatives including a strong knowledge of metrics and reporting (call flows, forecasting, etc.).
• Experience with direct marketing and incentive programs with significant experience with call arrival patterns and how direct marketing drives them.
• Proven success in driving inbound sales and reaching objectives.
• Superior relationship building skills within the department to train, mentor, and build employee morale.
• Excellent verbal, written and presentation skills.
• Excellent organizational, time management and multi-tasking skills.
• Technologically savvy.
• P&L experience.
• Business to Consumer experience strongly preferred.
• Bachelor’s degree preferred.
Please send resumes/inquiries to: pedwards@taylorwinfield.com.
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