call center

Oct 01, 2000 9:30 PM  By

Vice President Profit and loss and strategic responsibility for the success of the telemarketing operation, including:

- Profit and loss responsibility on a center-by-center basis as well as on a client basis;

- Site selection and management selection to support new centers;

- Implementing sales and growth strategies to increase the size of the service agency;

- Developing and implementing the strategic business plan;

- Forecasting center capacity and staffing to meet client demand; and

- Setting call center standards and policies and procedures to ensure a high level of production and quality while increasing efficiency.

Regional Director Responsible for the operations and administration of multiple call centers, including:

- Directing center managers and support staff;

- Setting internal production goals to meet or exceed client goals and contractual requirements;

- Analyzing billing and program performance to determine center profitablity;

- Formulating and controlling budgeting and pricing;

- Sales forecasting and analysis;

- Facility design; and

- Telecommunications equipment selection.

Manager Responsibility for the operations of the call center, including:

- Managing the supervisory and representative staff to achieve production goals;

- Setting staffing levels;

- Program estimating, billing, and scheduling;

- Developing and issuing reports illustrating project activity and trends and changes in projects that affect center operations; and

- Monitoring and reporting program progress to clients and upper-level management.

Supervisor Day-to-day supervisory responsibility for a group of representatives within the center, including:

- Testing, training, monitoring, and evaluating representatives;

- Interviewing and selecting representatives to work on specific accounts;

- Writing specific account descriptions and objectives, summaries, and daily account reports;

- Scheduling and managing staff and workflow; and

- Ensuring productivity levels are maintained or exceeded.