• Direct Hire
  • Houston

Professional Alternatives

Job ID#: 9315

Sales Strategy & Operations – Call Center Sr. Associate/Specialist

What We're Looking For

  • + years of experience in sales and operations, consulting, private equity, strategy or a high growth start up
  • Experience executing complex strategic and operational initiatives with solid business judgment
  • Strong knowledge of business and financial concepts
  • Quick learner; willing to dive in and get her/his hands dirty
  • Exceptional problem-solving skills, with the ability to conduct analysis, and make strategic recommendations
  • Experience conducting analysis, including creating complex Excel models
  • Demonstrated ability to deliver results in a fast-paced environment
  • Advanced Excel skills required, power user
  • Excellent communication and interpersonal skills
  • Intermittent travel is required
  • Deep knowledge of call center technology including predictive dialers, inbound call management, workforce management, and lead management
  • Understanding of IVRs and how calls route to agent queues, overflow capabilities, reporting and call center KPIs
  • Deep knowledge of calling strategies. Call cadences, dialing plans, diminishing returns
  • Experienced in call center cause and effect analytics including when certain activities occur, what the downstream impacts are
  • Ability to construct, execute and measure a controlled A/B or Champion/Challenger test
  • Exposure to Omni-Channel customer communications
  • Worked in blended inbound/outbound call center environment with > 500 agents and/or 10+ business channels
  • Knowledge of telephony rules and regulations, specifically TCPA
  • Bachelor's degree from an accredited college or university
  • Up to 6-Figure comp package
  • Market competitive benefits

Desired Core Skills and Helpful Technology stack expertise

  • Dialers – Aspect, Five9, Genesis, Avaya
  • Inbound – IVR, Call Routing, Skill-based routing
  • IVR – NLP, DTMF
  • Workforce – RTA, Forecasting, Capacity Planning, Shrinkage, Optimization
  • Lead Management – Waterfall, rules-based, Pega, Blaze, Salesforce
  • Omni-Channel – SMS, Chat, Email

Qualified Inquiries: rreyna@proalt.com

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