Director, Response Center

About the Job

Duties and Responsibilities

• Oversee response center/customer service efforts and make necessary preparations to grow/scale the department intelligently to maintain pace with aggressive company growth.
• Work closely with counterparts in IT and Engineering to ensure efficient and stable systems operations.
• Maintain relationships with operators in conjunction with the Company’s sales and account management function.
• Develop a fundamental understanding of the unit economics of the department and manage key cost drivers.
• Manage to service levels, including quality, speed of answer and abandon rate goals, based on customer requirements.
• Proactively develop short and long range plans with senior management and call center team, forecasting growth and positioning the business within the market.
• Analyze activity and statistical data, including daily/weekly telephone volume and response times.
• Report regularly to executive management on trends, costs and other factors affecting the response center operation.
• Ensures client satisfaction and all facets of service across all lines of business and geographies, working to timely identify and resolve issues where service delivery has fallen below acceptable levels.
• Create an energetic and positive atmosphere throughout the Response Center focused on continuous improvement, attentiveness to customer needs, courtesy, and prompt, first call problem resolution.
• Lead team members, foster their professional development and growth, and promote teamwork and cooperation.
• Interface, as needed, directly with external customers and partners.

Education and/or Experience

• Minimum of 10 plus years experience managing call centers operations, with 5+ years managing call centers with 400 or more customer service representatives across multiple locations in an information-intensive and data rich environment.
• Advanced knowledge of call center services industry and best practices, understanding implications of call center actions on the business, including revenue, expense and employee dynamics.
• Experience building call center metrics to drive optimum performance both with internal call center and vendor outsourced solutions.
• Bachelor's Degree from a four-year college or university; or equivalent training, education and experience. MBA preferred.
• Ability to competently addressing rapid changes in service delivery in a dynamic and time-sensitive environment.
• Experience managing and negotiating vendor contracts and relationships.
• Excellent interpersonal and communication skills to communicate and interact effectively with all levels of management and clients.
• Strong leadership, analytic, and strategic thinking skills.
• International and telecommunications industry experience a plus.

The Director, Response Center is a full-time position based in Portland, Oregon. Salary will be commensurate with experience. Candidates will be required to sign a strict confidentiality agreement and be willing to undergo an extensive background check and drug screen prior to employment. Vesta offers an excellent benefits package, development opportunities and the chance to help build success in a dynamic and crucial market. Please forward a cover letter and resume to jobs@trustvesta.com