VP of Call Center Operations - REMOTE

Overview

Are you an experienced leader with a proven track record in call center management? This VP role is perfect for someone who thrives on optimizing operations, leading large teams, and driving performance through data-driven strategies.

In Short

• Develop and implement dialing strategies that align with business goals.
• Manage teams of 100+ agents in a remote environment.
• Write scripts, coach agents, and implement performance improvement initiatives.
• Analyze contact center data to identify trends and transform insights into actionable strategies.
• Design, execute, and oversee SMS campaigns to enhance customer outreach.
• Oversee call center dialers, with hands-on experience required (Five9 preferred).
• Lead and coach teams on appointment scheduling and confirmations.

Requirements

• Extensive experience managing call center teams of 100+ agents.
• In-depth knowledge of dialing strategies, scriptwriting, and coaching techniques.
• Experience managing dialer systems (e.g., Five9).
• Ability to analyze and interpret call center data.
• Hands-on experience with SMS campaigns.
• Strong track record of improving contact rates and team performance.

Benefits

• Opportunity to lead a large, remote team.
• Chance to shape call center strategy and implement solutions.
• Drive measurable results in a dynamic environment.