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Published 2023-02-21

Call Center Operations Director


Type of job: Remote
Country: Canada
City: Toronto
Company: The Credit Pros

Description of the offer

There’s no one kind of TCP Employee, so we’re always looking for people who can bring new perspectives and life experiences to our teams. If you’re looking for a place that values your passion, desire to learn, eager to take on fresh challenges, and a team that works hard and plays hard, then you’re a future TCP employee.

About Us:

The Credit Pros is a national credit repair company who is passionate about helping clients remove negative inaccurate, outdated, and erroneous items from their credit. The Credit Pros educates clients on how the credit system works and what proactive measures are needed to improve their credit. The Credit Pros is an Inc. 5000 growing company, we are driven to building an awesome company that improves the lives of our clients and our employees. We have been honored by Inc. Magazine as one of the 50 best places to work; and are also a SmartCEO Magazine Corporate Culture Award winner.

We are looking for a Director of Call Center Operations (CS, Sales). This hire will be responsible for a global sales and client retention strategy, while collaborating on programs and projects across Client Success, Sales, IT and Marketing to promote sales-driving behaviors from Account Executives and Representatives. They will be responsible for the development and continuous analysis of key performance indicators, ensuring that incentives for these indicators are appropriately set. They will be responsible for understanding the Expert-level behaviors behind the indicators and, in partnership with HR, Operations, and Finance, ensure that incentive programs are reinforcing desired behaviors. These behaviors should support the larger operational objectives and result in the organization meeting certain key initiatives.

DUTIES AND RESPONSIBILITIES:

  • Architect and collaboratively implement overall strategy, tools, and trainings focused on sales and customer retention
  • Partner with cross-functional teams (Content Development, Training, etc.) to help design and deploy training materials for frontline agents and leaders that help support desired behaviors
  • Develop and recommend KPIs that evaluate agent performance, including AHT, NPS, sales capabilities, etc.; partner with Operations, Finance, HR, and Support teams to inform incentive programs across the Client Success organization
  • Partner with Quality leaders to make sure customer experience is protected and contractual obligations are met as part of KPI development
  • Participate in incentive plan design sessions and conduct financial analysis to ensure plan aligns with annual forecasts
  • Ensure that process changes from Clients, Product/Technology & Process Improvement are integrated into the incentive plans, in partnership with department Directors
  • Maintain up-to-date knowledge of all Client Success initiatives with particular focus on financial performance and metric interdependencies
  • Establish and implement the process that monitors payout/metric adjustments to be efficiently executed and documented
  • Track and periodically report to senior leaders on incentive plan performance and cost analysis against annual plans
  • Provide insight to and support incentive plan communications as needed
  • Demonstrate functional understanding of company’s core financial performance
  • Develops and delivers presentations to senior leadership to communicate proposals, initiatives, and progress

Requirements

EXPERIENCE:

  • Ability to build and maintain relationships and partner effectively across diverse internal and external organizations
  • Proven ability to lead & develop team of technically-minded individuals
  • Strong analytical and problem-solving skills
  • Proactively identify and meet customer needs
  • Excellent communication, interpersonal and organizational skills with a hands-on management style
  • Ability to take detailed technical observations and roll-up to a strategic vision around which other teams can organize
  • Strong ability to present both strategy and performance of execution to executive leadership team on a weekly basis
  • Experience leading strategic business transformational activities
  • Experience in supporting call-center operations
  • Experience using Microsoft Office Suite products such as Excel, PowerPoint
    , etc., Data Visualization and Analytics tools, PowerPoint, CRMs (Salesforce)

DESIRED QUALIFICATIONS:

  • Bachelor’s Degree with relevant experience; Master’s degree highly preferred
  • 7-10 years’ work experience in a related field such as process management, customer services, sales, or operations
  • 5+ years people leadership required
  • 5+ years collaborating with senior leaders to recommend, plan, and execute organizational initiatives
  • 5+ years’ experience with administrative leadership duties including submitting IT tickets and managing personnel data

Benefits

What’s in it for you:

  • FT Work from Home
  • Flexible paid time off
  • Birthday time off
  • Company Holidays
  • Sat – Sun Day Offs (Weekday Workweek)
  • Monday – Friday 9:00 AM – 6:00 pm EST

Additional Information:

  • Salary: TBD
  • Looking to hire asap
  • BYOD (Bring your own device)


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