Call Center Specialist

Purpose:

Provides daily support to the Call Center Campaign Manager by supervising and managing third party call center outsource partners. Manages a call routing solution to reduce abandonment rates and improve conversion rates.

Essential Functions:

· Develops relationships with all call center partners.

· Reviews call volume forecasting for accuracy based on historical performance and analysis of current tactics that will drive volume to the call center.

· Manages call routing to call centers based on assessed performance and staffing levels.

· Ensures Service Level Agreement Compliance.

· Assesses call quality and feedback based on call calibration sessions and live monitoring.

· Performs daily reporting of calls handled, abandonment rates and average speed of answer for all call center partners.

· Reviews KPI metrics o f call center partners.

· Develops a monthly scorecard to measure performance across all call centers that will include daily reporting metrics, conversion rates and FOV rates.

Purpose:

Provides daily support to the Call Center Campaign Manager by supervising and managing third party call center outsource partners. Manages a call routing solution to reduce abandonment rates and improve conversion rates.

Essential Functions:

· Develops relationships with all call center partners.

· Reviews call volume forecasting for accuracy based on historical performance and analysis of current tactics that will drive volume to the call center.

· Manages call routing to call centers based on assessed performance and staffing levels.

· Ensures Service Level Agreement Compliance.

· Assesses call quality and feedback based on call calibration sessions and live monitoring.

· Performs daily reporting of calls handled, abandonment rates and average speed of answer for all call center partners.

· Reviews KPI metrics o f call center partners.

· Develops a monthly scorecard to measure performance across all call centers that will include daily reporting metrics, conversion rates and FOV rates.

Qualifications:

Minimum Required Education and Experience:

BS/BA Degree or equivalent

Requires 3-5 years of large-scale outbound call center experience

Requires a minimum of 2-5 years vendor relationship management in the outbound call center industry

Required Knowledge, Skills and Abilities:

Proficient with MS-Office Suite (Word, Excel, PowerPoint, Access)

Knowledge of inbound and outbound call center strategies

Understanding of call center best practices, dialer management, staffing, outbound campaign management and scripting/CRM applications is preferred

Understanding of telemarketing rules, regulations and DNC requirements

Strong analytical skills with excellent computer skills

Excellent interpersonal, verbal and written communication skills

Ability to multi-task in a fast-paced and dynamic environmentQualifications:

Minimum Required Education and Experience:

BS/BA Degree or equivalent

Requires 3-5 years of large-scale outbound call center experience

Requires a minimum of 2-5 years vendor relationship management in the outbound call center industry

Required Knowledge, Skills and Abilities:

Proficient with MS-Office Suite (Word, Excel, PowerPoint, Access)

Knowledge of inbound and outbound call center strategies

Understanding of call center best practices, dialer management, staffing, outbound campaign management and scripting/CRM applications is preferred

Understanding of telemarketing rules, regulations and DNC requirements

Strong analytical skills with excellent computer skills

Excellent interpersonal, verbal and written communication skills

Ability to multi-task in a fast-paced and dynamic environment