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Chief Operating Officer Call Center

Company: ExecuNet
Location: Las Cruces
Posted on: January 16, 2022

Job Description:

The Regional Vice President is part of the Executive Management team and will play a key role in supporting the organization. This position involves directing the daily operations and call center activity across multiple locations. - In this role, you will be responsible for developing, implementing, and overseeing strategic business plans and initiatives within the center to achieve operational efficiencies, cultivate an exceptional team environment, and create an outstanding customer experience.
Candidates for this role should be experienced, highly organized, enjoy working with people, and possess a strong work ethic. - A background in call center operations management is required, and customer service, technical support, or back-office experience is preferred.
This is a full-time, on-site position and requires frequent travel across a 3-5 location region.
The Chief Operating Officer position must have the management and organizational skills required to lead call center staff to deliver superior sales and service while managing several business plan projects. The position accomplishes this through a respectful, constructive, and energetic style, guided by the company's objectives.
Essential Duties
Establishes, implements, and communicates the strategic direction of the organization's operations division
Collaborates with executive leadership to develop and meet company goals while supplying expertise and guidance on operations projects and systems
Create a culture of success and ongoing sales goal achievement to deliver profitable growth
Develop a strong, sustainable team by attracting, mentoring, developing, rewarding, and retaining top talent
Inspire and motivate supervisors and team members to achieve and surpass performance targets
Direct the ongoing professional development of call center staff and management team related to technical and sales training critical to the team's success
Work with call center management to improve KPIs, management of operations applications, performance monitoring/QA, and employee leadership and coaching
Demonstrated ability to increase key metrics along with sales quotas, conversion rates, etc
Effectively leverage supporting resources in the sales process with the spirit of teamwork and cooperation
The ideal candidate would share and understand the high-growth objectives of the company. -This position requires an advanced degree of leadership, creative thinking, and dedication to people. - The ability to professionally represent the organization internally and client-facing is a must. - The right candidate will exhibit good business judgment and acumen and be comfortable collaborating with other departments and locations throughout the organization.
Minimum of 15-years of total call center experience and at least 10-years of -call center management -experience
Associate's degree or equivalent combination of education and relevant work experience
Exceptional interpersonal & communication skills
Superior knowledge of call center tools and technology used to manage KPIs and SLAs
Strong supervisory experience including staff development
Advanced -knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint
Demonstrated ability to drive sales through the actions of others
Possess practical conflict resolution skills (both customer and agent conflict)
Proven leader with advanced time management, planning, organizational and multitasking skills
Ability and eagerness to learn new products and system
Ability to work in a professional, fast-paced environment
Strong understanding of the contact center environment and the key levers to enhance performance and achieve client and financial targets
Clear, concise and practical communication skills (both oral and written)
A solution-oriented and positive mindset that openly embraces change and stretches goals.
Strong organizational skills with an ability to prioritize objectives with little-to-no assistance, find issues, and create and execute solutions that address those issues.
An ability to hold team members accountable for job performance including adherence, KPI's, and process
The ability to thrive in a fast-paced, ever-changing, and high-pressure environment.
Military, local, state or federal government experience is a plus.
Bachelors Degree or MBA (preferred but not required)
Experience managing both remote and on-site reports is a plus

Keywords: ExecuNet, Las Cruces , Chief Operating Officer Call Center, Executive , Las Cruces, New Mexico

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