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Vice President, Contact Center

Location: 

GREEN BAY, WI, US, 54301-5160

Date:  Feb 19, 2021

This critical leadership role requires a skilled professional to direct operations and team members within a combined on-site and virtual call center operation, aiming for maximum efficiency and cost-effectiveness.   This individual will have the opportunity to directly shape and execute on our sales growth strategy for the future. 

 

This leader will have primary responsibility for staffing of key leadership roles, development of ongoing training and the overall structure of call center alignment. Additionally, this position is responsible for the management and direction of call center technology and training programs to maximize its benefit.  We’re seeking an individual with a practical mind to solve problems on the spot, along with an ability to see the big picture while delivering on annual sales goals.  This position is located at our Green Bay WI headquarters.

 

Principal Duties & Responsibilities:

 

 

  • Participates with management in the strategic planning process to develop goals and coordinate activities between all other functional areas.
     
  • Directs the activities of the Contact Center and Customer Service Departments through a staff of Directors and Managers who report directly to this position.  Ensures team member engagement while managing through all talent processes including hiring, talent management, performance appraisals, promotions, salary recommendations and terminations.
     
  • Develops, analyzes, and monitors sales territories for the achievement of sales goals, gross profit, and performance standards.
     
  • Resolves more complex and/or unusual customer problems, engaging directly with customers when needed to handle difficult situations.
     
  • Makes recommendations to Marketing regarding potential new products, sales promotions, pricing, new and existing markets, and advertising in order drive sales growth.
     
  • Collaborates with the VP of Sales, VP of New Business Development, and Regional VPs of National Accounts to ensure sales plans are executed to increase revenue and maintain a high level of customer satisfaction.
     
  • Develops annual sales and expense budgets for the teams.  Responsible for monitoring variances and reporting trends to upper management.

 

  • Provides Finance with revised quarterly sales revenue forecasts for areas of responsibility.

 

  • Conducts effective resource planning to maximize the productivity of team members and technology.  Monitor and improve processing procedures, telephone handling and other procedures within the call center to help drive cross functional efficiency and effectiveness.
  • Collects and analyzes call-center statistics (sales rates, costs, call processing metrics etc.), analyzing trends and results, and creating action plans that deliver the annual sales plan.
  • Hire, coach and provide training to team members to maintain high customer service standards.
     
     
    Preferred Education & Experience:
     
    Bachelor’s degree or equivalent work experience. Masters degree preferred.
     
    5 to 7 years of successful sales leadership experience, with at least 2 years of experience leading leaders.   Previous sales or sales management experience in a related industry or previous inside outbound sales experience is preferred.
     
    Knowledge of performance evaluation and customer service metrics. Solid understanding of reporting and budgeting procedures and experience in basic financial analysis (cost-effectiveness, cost-benefit etc.).  Proficient in call center equipment/software programs including cloud-based telephone systems and SMS servicing setup and utilization.
    Outstanding communication and interpersonal skills. Excellent organizational and leadership skills with a problem-solving ability.  Proficiency with standard software tools and keyboard skills.  Ability to effectively manage multiple priorities in a complex environment. 
     
    Imperial is an Equal Opportunity Workplace and an Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.