Vice President, Contact Center

Empire Today; Northlake (IL); On-site; USD 200,000 - 250,000; Full time

Benefits offered by this job

Paid time off

Wellness program

Incentive plan

Professional development

Lots of perks

Job summary

Empire Today in Northlake, IL, is seeking a Vice President, Contact Center (Call Center) to oversee all aspects of the operation, including inbound customer service and inbound/outbound sales, ensuring smooth, efficient performance and high service levels.

The role requires 10–15 years in call center leadership, a Bachelor's in Sales/Marketing (MBA preferred), and a proven track record of optimizing sales conversions while managing revenues well over $250M in a $1B company.

Qualifications

• Requires a Bachelor's degree with 10–15 years in sales or call center leadership.
• Proven track record optimizing sales conversion and call center metrics.
• Experience managing revenues above $250M in a $1B company preferred.

Responsibilities

• Oversee daily call center operations to meet service levels and efficiency.
• Lead inbound and outbound calls and prepare performance reports for stakeholders.
• Recruit, hire, train, and coach call center staff to raise performance.
• Develop and execute strategies to optimize sales, appointments, and customer service.
• Set goals and monitor KPIs, providing feedback and coaching.
• Budget development and cost-control for the call center.

Skills

Leadership

Strategic planning

Performance metrics

Stakeholder communication

Team development

Education

Bachelor's degree in Sales/Marketing

MBA

Job description

The Vice President, Contact Center (Call Center) oversees and manages all aspects of the call center's operations (inclusive of inbound customer service and inbound and outbound sales) and ensures that the call center operates smoothly and efficiently. The incumbent is responsible for providing excellent customer service, achieving organizational goals, developing and implementing strategies to enhance call center performance and customer satisfaction.

We offer:

• Paid time off and holiday pay.
• Wellness program.
• Incentive Plan.
• Professional development & career advancement opportunities.
• Lots of perks.

Compensation: $200K- $250K annually plus bonus

Responsibilities:

• Oversee daily operations of customer call center, ensuring efficiency and effectiveness in meeting service level agreements. Manage the flow of inbound and outbound calls. Prepare and deliver performance reports to stakeholders. Participate in the recruitment and hiring process of new call center employees. Drive creation of quality initiatives, process change initiatives and other initiatives to enable their functional area and ultimately the call center to meet and exceed business plans.
• Develops and implements strategies for optimizing sales performance, converting calls to in-home appointments, lead nurturing, rehash, and customer service. Design, implement and measure outbound sales programs, including sales process and tools. Partner with area and regional leadership to drive consistent communication to the field. Drive increased sales performance along with quality of customer interactions.
• Analyze key performance indicators and metrics to monitor and improve employee performance. Track and report on team performance metrics. Ensure adherence to company policies and procedures. Implement strategies to improve quality and productivity. Establish sound process improvement initiatives that drive year over year improvement, as well as streamline and optimize day-to-day operations.
• Lead and mentor call center managers and staff, fostering a positive and productive work environment.
• Set clear team goals and key performance indicators. Monitor and evaluate employee performance, providing feedback and coaching as needed.
• Conduct training sessions for new hires and ongoing training for existing staff. Identify training needs and provide coaching to enhance skills and performance.
• Conduct regular team meetings to foster an open communication environment.
• Communicate goals, deadlines, and performance expectations to team members.
• Research and adopt state-of-the-art technologies, tools and processes which make our teams more efficient and effective.
• Build and maintain collaborative partnerships with internal and external stakeholders to achieve business goals.
• Develop and manage budgets to ensure cost-effective operations.
• Address and resolve customer complaints and issues promptly. Ensure high levels of customer satisfaction and service quality.

Qualifications:

• Bachelor's degree in Sales/Marketing is required, MBA preferred
• 10-15 years' experience in a related sale, call center environment
• Demonstrated and proven track record of optimizing sales conversion while managing a call center environment
• An ideal candidate would have had prior experience with direct responsibility for revenues more than $250M in revenue in a company with overall revenues of $1billion
• Prior experience with development and enforcement of Customer Call Center standard operating procedures is also required.
• Experience with database management and data analysis (i.e., sales trends)
• Ability to present metrics to organizational leaders
• Able to effectively communicate with various levels of management and always demonstrate a professional demeanor
• Able to be flexible in a rapidly changing work environment

Why Empire Today?

We empower our employees to strive for their unique goals. Within such an inclusive company with unlimited growth opportunities, how far you go is up to you.

We take care of our people. We start investing in you from day one. The perks and benefits we offer help you live well, both at work and at home.

We have an unmatched company culture. We've won multiple awards for employee and customer satisfaction, and we believe it all comes down to our culture of teamwork, creativity, and growth.

We're one of the nation's most recognizable brands. You'll enjoy the stability that comes with a national company and a sense of pride when you're a part of our team.