 |
Home > About
DoublePositive > Career Opportunties > Available Position
 Head of Call Center Operations
Profile
- Operations & Supply
- Inside the Firewall
- Time Spent on Phone Each Day – Moderate
- Time Spent on Travel – Moderate
Responsibilties
- Develop, manage, and optimize all aspects DoublePositive’s
existing call center and program relationships (both Inbound and Outbound
Call Centers)
- Refine and improve the DoublePositive “Champion vs.
Challenger” methodology
- Role coverage will touch quality assurance, new program
development, existing program management, technology, and sales
- Design, develop, and manage a small (4 seat) internal
call center operation to act as a test bed for new verticals, and
- Develop, manage, and optimize all aspects of a pilot
program to enter new industry verticals
- Develop a series of highly efficient and repeatable
processes to ensure the success of a new vertical;
Keys of Success
- Constant reduction/optimization of average call center
costs (as measured on a per-transfer basis)
- Reducing and maintaining low credit ratios (DoublePositive
customers requesting credit as a result of call center agent errors
or breakdowns in process)
- Optimization of Call Center management processes and
communications in order to reduce time of new program offerings
Qualifications and Experience
- Call Center Management (while it may appear counter-intuitive,
call center management experience is valued less than than the items
below as a result of our unique approach to call center relationships)
- Vendor Relationship Management
- Strong Technical Background
- Passionately Analytical
Benefits Include
Position includes full company
paid benefits.
- Family Health
- Family Dental
- Family Vision
- Life Insurance
- Disability Insurance
- Subsidized Gym Membership
Back
to Career Opportunties |
