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  VP, Call Center Operations
  Company Type: Financial Services
  Location: South Florida
  Compensation: Excellent Salary, benefits, stock
  Languages: Fluent English
  Job Code: mk/1232
  Date Posted: Pending
  • Summary:

    Provides strategic leadership and support for large customer care/phone service/call center operations by performing the following duties.

    Creates initiatives to improve service, determines goals and measures such as cost per call, service level, conversion rates.

    Directly responsible for call center staffing and service level while maintaining and growing customer base. Leads a group of 100 people to provide quality service to advisors and clients. Coaches 6 direct reports, supports, guides, develop and communicates.

    Manages a budget in excess of $13M and the key financials that are associated with the process.

    Works across the organization with the Product groups, Relationship management team to understand, influence and implement service strategies that support new products, financial products and services.

    Provides support to client leaders to obtain understanding of service needs and problems and will implement systemic changes to improve service based on feedback.

    Evaluation of new phone operations technologies and tools.

    Consults with IT department to coordinate telecommunications systems capabilities and functions.

    Monitors service calls to observe employee demeanor, technical accuracy, and conformity to company policies.

    Answers questions and recommends corrective services to address customer complaints.

    Studies and standardizes procedures to improve efficiency of subordinates.
    Maintains harmony among workers and resolves
  •   Requirements:
      Qualifications: 7 to 10 years call center experience in a fast paced, high growth financial or Service Bureau; Must be skilled in both International and Domestic call handling and routing with a minimum of three years international direct association.

    Education/Experience: Bachelor's degree (B. A.) from four-year college or university

      Cover Letter: Please include cover letter with salary requirements when responding.

      Work Authorization: Must have legal residency.
      For consideration include resume as a Microsoft Word attachment or as text and submit to Margaret Kurtzman and reference the job title and reference number.
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    Last modified November 8th, 2000