Director of Call Center Operations (Remote)
Company Description
At Forbes. Advisor, our mission is to help readers turn their aspirations into reality. We arm people with trusted advice and guidance, so they can make informed decisions they feel confident in and get back to doing the things they care about most.We are an experienced team of industry experts dedicated to helping readers make smart decisions and choose the right products with ease.
Forbes Advisor boasts decades of experience across dozens of geographies and teams, including Content, SEO, Business Intelligence, Finance, HR, Marketing, Production, Technology and Sales. The team brings rich industry knowledge to Marketplace’s global coverage of consumer credit, debt, health, home improvement, banking, investing, credit cards, small business, education, insurance, loans, real estate and travel.
Job Description
Forbes Advisor is looking for a Director of Call Center Operations with an entrepreneurial spirit who thrives in a team, goal-oriented environment. Reporting to GM, the individual in this role will work closely with stakeholders for the vertical in identifying, executing, and optimizing growth opportunities for the call center team.
RESPONSIBILITIES:
Define the long-term vision for call center operations that aligns with overall company objectives and growth plans.
Design and execute effective inbound and outbound sales strategies to maximize lead generation and conversion, ensuring the team meets and exceeds revenue and growth targets.
Establish KPI frameworks (conversion, handle time, service levels, customer satisfaction)
Work with BI to manage performance dashboards and KPI tracking (e.g. conversion rates, average handle time, service levels)
Provide executive oversight of workforce planning, scheduling, and real-time management to ensure operational excellence at scale.
Work cross-functionally with other GMs, business development and product teams to integrate call center operations across company-wide initiatives.
Champion adherence to industry regulations, company policies, and QA standards, maintaining a risk-aware culture.
Sponsor the adoption of best-in-class technologies (Salesforce, Five9, NICE, Genesys) and continuous process improvements.
Prepare and present performance reports to executive leadership, highlighting trends, insights, and recommendations.
REQUIREMENTS:
5+ years of experience in call/contact center operations
Exceptional problem-solving and decision-making skills
Strong communication and organizational skills
Ability to manage stress well, and juggle multiple account challenges at once.
Fluent in Microsoft Word, Excel and PowerPoint
Additional Information
Forbes Advisor provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
#LI-REMOTE #LI-NM1
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