Forbes
Media • Finance • B2C
Forbes is a prominent global media company, known for its brand of content covering a wide range of topics such as business, investing, technology, entrepreneurship, leadership, and lifestyle. It features news, analysis, and information about issues of concern to industry leaders and affluent individuals. Forbes is widely recognized for its authoritative rankings of businesses and industry leaders, such as the Forbes Global 2000, and is a trusted source for in-depth analysis of current events and trends in the financial and corporate worlds. Through its digital and print platforms, Forbes engages its audience with high-quality journalism and thought leadership content.
Director of Call Center Operations
Job not on LinkedIn
September 6
Forbes
Media • Finance • B2C
Forbes is a prominent global media company, known for its brand of content covering a wide range of topics such as business, investing, technology, entrepreneurship, leadership, and lifestyle. It features news, analysis, and information about issues of concern to industry leaders and affluent individuals. Forbes is widely recognized for its authoritative rankings of businesses and industry leaders, such as the Forbes Global 2000, and is a trusted source for in-depth analysis of current events and trends in the financial and corporate worlds. Through its digital and print platforms, Forbes engages its audience with high-quality journalism and thought leadership content.
đź“‹ Description
• Define the long-term vision for call center operations that aligns with company objectives and growth plans • Design and execute effective inbound and outbound sales strategies to maximize lead generation and conversion • Establish KPI frameworks (conversion, handle time, service levels, customer satisfaction) • Work with BI to manage performance dashboards and KPI tracking • Provide executive oversight of workforce planning, scheduling, and real-time management • Work cross-functionally with other GMs, business development and product teams • Champion adherence to industry regulations, company policies, and QA standards • Sponsor adoption of technologies (Salesforce, Five9, NICE, Genesys) and continuous process improvements • Prepare and present performance reports to executive leadership, highlighting trends 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 • Entrepreneurial spirit and ability to thrive in a team, goal-oriented environment
🏖️ Benefits
• Employees can work remotely
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