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Mass Markets Director of Call Center Operations | $50k - $80k Commensurate | CCR in Iowa City, Iowa

POSITION OVERVIEW

The Call Center Operations Director oversee operational service delivery in our Iowa City, IA call center location. This role is a key member of the global senior leadership team and requires a strategic operator that is also willing and able to roll-up his/her sleeves when needed to ensure a high-level of execution. In this role you will be accountable for all aspects of day to day management of front line staff and meeting customer operational expectations. You will be directly responsible ensuring that direct reports are properly managed, developed, and aligned to effectively support the operation. This is a great position for a motivated, hard-working, adventurous person that wants to lto build career with a fast growing organization.


POSITION RESPONSIBILITIES

The Call Center Operations Director is responsible for the management and development of supervisors and all other operational management associated with day to day contact center operations as well as the development and implementation of all operational strategy the ensures that performance, culture and overarching contact center controls and processes are aligned with corporate and client objectives. This role works closely with organizational leadership and requires a high degree of initiative, sound judgment, and leadership. In this role you will have an opportunity to manage a wide variety of inbound and outbound customer service and sales programs on behalf of some of the most recognized brands in the world.

KEY RESPONSIBILITIES

  • Managing various client projects concurrently, and overseeing 300+ managers, supervisor, support roles, and front line call center representatives

  • Manage contact center operational activities to achieve target output and quality metrics given by the clients

  • Ensure proper staffing levels across projects

  • Ensure agent training programs are successfully implemented and achieve client and internal performance standards

  • Manage high-level relationships with clients. Speak comfortably on reporting, analytics, and the success we are delivering tied to client service level agreements

  • Successfully launch new client relationships, which includes hiring, training and overseeing a successful implementation until key metrics are met in any new engagement

  • Analyze and identify opportunities to improve the customer experience by analyzing trends for opportunities to improve service levels and client results

  • Manage and motivate team members. Embrace and lead a culture of inclusiveness and multi-cultural engagement through coaching and feedback to peers

  • Assist with implementation of strategic sales plans, ensuring they are in alignment with corporate objectives

  • Manage metrics, performance criteria, policies and procedures to continuously improve call center productivity

  • Review and provide guidelines and best practices for maintaining a competitive edge

  • Analyze trends which involve producing statistical reports on performance, quality, and sales KPI's

  • Other duties and responsibilities as assigned

CANDIDATE QUALIFICATIONS

The ideal candidate for this role would share and understand our high growth objectives. This position requires an advanced degree of leadership, creative thinking, and dedication to people. The ability to professionally represent the company internally and client facing is a must. The right candidate will exhibit good business judgment and acumen and be both confident and flexible in their views. This position will require the ability to work with multiple business units to acquire operational knowledge and execute on departmental initiatives.

KEY QUALIFICATIONS

  • Bachelor’s degree or equivilent experience.

  • A minimum of 10 years of progressive contact center management experience

  • The successful candidate will be extremely detail oriented, and not be afraid to ‘roll-up their sleeves’ and take on day-to-day tasks, providing additional support where necessary to deliver world-class customer service in a highly entrepreneurial environment

  • Exceptional skills to influence in an indirect, matrix-based, and virtual environment

  • Strong leadership skills - be able to drive key performance metrics, and in particular quality and customer satisfaction

  • Assess and develop talent

  • Experience in establishing a culture focused on delivering quality support through employee-centric coaching processes

  • Experience in managing Client Relationships

  • Analytical and strategic thinkers

  • Strong presentation skills; can speak across various forums and communicate to a broad, diverse audience from clients to support staff

  • Exceptional interpersonal & communication skills

  • Strong supervisory experience including staff development

  • Working knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint

  • Demonstrated ability to drive sales through the actions of others

  • Understanding of call center tools and technology used to manage KPIs and SLAs

  • Possess effective conflict resolution skills (both customer and agent conflict)

  • Possess time management, planning, organizational and multi-tasking skills

  • Ability to learn new products and systems

  • Ability to work in a fast-paced professional environment

COMPENSATION DETAILS

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

We believe that hard work should pay off, so we make sure that our compensation and total rewards are competitive. Standard starting compensation is commensurate with experience. Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year.

Employees earn paid time off as well as paid holidays and paid training opportunities. Regular daily, weekly and monthly incentives are part of the overall compensation our team members enjoy and include monetary incentive and prizes such as computers, tablets, phones, TV’s, trips, tickets, and even cars. In addition to our standard group benefits offering for full-time employees following 90-days of employment, all employees are eligible to opt for our MEC medical plan after only 30-days of employment. Benefits options and plans vary slightly by location.

JUST A FEW OF THE BENEFITS

  • Medical, Dental, and Vision Coverage Options

  • Paid Time-Off

  • Regular Raises

  • Work-at-Home Opportunities

  • Advancement Opportunity

  • Fun, Engaging Work Environment

  • Casual Dress Code

  • Cash and Prize Contests

SCHEDULE

NEED A SCHEDULE THAT WORKS WITH YOUR LIFE?

We can offer a wide range of scheduling options for qualified candidates. There are multiple shifts and weekly work variations available to our team members. Please ask a Talent Acquisition Specialist about the different types of creative scheduling options that are available at your location. Whether you are a busy parent, student, or just want control of your work-life balance, flexible, customized scheduling is one of the perks of working at our organization.

PHYSICAL REQUIREMENTS

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods whle using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

CONDITIONS OF EMPLOYMENT

  • Must be authorized to work in their country of residence (The United States or Canada)

  • Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results

  • Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

REGARDING COVID-19

As an employer supporting critical Federal, State, Provincial, and Commercial clients, we have taken steps to ensure that we remain operational while taking every precaution possible to prevent the spread of COVID-19 and keep our employees safe.

Measures include social distancing for those working on-site, frequent deep cleaning and disinfecting of workstations and common areas, work-at-home option for eligible positions and programs, daily contactless temperature checks for those essential employees working on-site, travel policies limiting travel and mandatory quarantine, reporting and quarantine processes and policies for those exposed, and requesting masks to be worn when on-site employees are not at their workstation.

Most local positions offer work-at-home after training on-site; however, there are specific programs that are on-site only due to security requirements.

REGARDING MASKS

To help protect our candidates and employees, we are REQUESTING that all on-site candidates wear a mask to interviews and training. In locations where state or local government has mandated the use of masks, we will abide by the mandate, and REQUIRE masks be worn when on-location.

For more information on MCI’s response to COVID-19 please visit.

REASONABLE ACOMODATION

Consistent with the Americans with Disabilities Act (ADA) it is the policy of MCI and affiliates to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodation is needed, please contact Kate Murph, Vice President of Human Resources,.

EQUAL OPPORTUNITY EMPLOYER

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

ABOUT MASS MARKETS

Mass Markets is a global leader in outsourced call center services across the entire customer account lifecycle. With both premise-based and work at home contact center outsourcing services, we offer flexibility, and contingency plans for our customers to provide additional vendor-based agent support for front office, back office, Digital, inbound and outbound contact center support.

ABOUT MCI (PARENT COMPANY)

In 2019 Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa’s Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI’s subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times respectively. MCI is headquartered in Iowa City, IA, and has nine customer contact management centers, IT services, and business process outsourcing service delivery facilities in Iowa, Georgia, Florida, Massachusetts, New Hampshire, Nova Scotia, and South Dakota.

Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires and operates companies that have a synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners.

MCI now employs 2,500+ talented individuals with 150+ diverse North American client partners across the following MCI brands: GravisApps, Mass Markets, MCI Federal Services (MFS), The Sydney Call Center, OnBrand24, and Valor Intelligent Processing (VIP).

MCI provides products and services under the following NAICS Codes: 511210 Software Publishers, 518210 Data Processing, Hosting, and Related Services, 519190 All Other Information Services, 524291 Claims Adjusting, 524292 Third Party Administration of Insurance and Pension Funds, 541511 Custom Computer Programming Services, 541512 Computer Systems Design Services, 541519 Other Computer Related Services, 541519 Information Technology, and Value Added Resellers, 541611 Administrative Management and General Management Consulting Services, 541613 Marketing Consulting Services, 541690 Other Scientific and Technical Consulting Services, 541990 All Other Professional, Scientific, and Technical Services, 561110 Office Administrative Services, 561320 Temporary Help Services, 561330 Professional Employer Organizations, 561421 Telephone Answering Services, 561422 Telemarketing Bureaus and Other Contact Centers, 561431 Private Mail Centers, 561440 Collection Agencies, 561499 All Other Business Support Services, 561990 All Other Support Services, 611430 Professional and Management Development Training.

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The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.


ID2020-3090

Updated Date9/18/2020

DepartmentOperations Management Positions

ScheduleDays, Evenings, and Weekends

Wage Description$60,000 - $80,000 Commensurate | Bonus & Contest

BonusMonthly

EducationCall Center Experience and/or Training

Min. Years Experience10

Company/BrandMass Markets

DirectEmployers