Director, Response Center

Director, Response Center

 

 

ABOUT THE COMPANY

Headquartered in Portland, Oregon, USA, and with operations in the US, China and Europe, Vesta has been an innovator and worldwide leader in virtual commerce since 1995 — a position which has allowed the company to help define the phone and Web payments markets. Servicing most major US telecommunications carriers, including AT&T Mobility, Verizon, Boost Mobile, Sprint, AT&T Long Distance and T-Mobile USA, as well as numerous operators overseas, Vesta's proprietary virtual payment solutions have become the de facto standard for card-not-present (CNP) recharge of prepaid wireless phones, long distance cards, and other stored value products. In addition to virtual payments, the company focuses on pioneering new virtual and point-of-sale payment methods taking advantage of mobile technology. Vesta continues to be recognized as one of America's fastest growing private technology companies by Inc magazine, Fast Company magazine, and Deloitte & Touche. In addition, as a result of its proprietary ability to stop fraud, the company has been commended by the Computerworld Honors Program for technological advancements.

DESCRIPTION

 

The Director, Response Center is responsible for managing the company’s 400 seat operations in Portland, Oregon.  Operating 24x7x365, with over 500 FTES, the response center agents are responsible for processing inbound calls from consumers of Vesta’s telecommunication and financial clients.  The Director, Response Center also supervises the Company’s revenue assurance agents who screen orders for potential fraud.  Specific responsibilities include:

 Oversee response center/customer service efforts and make necessary preparations to grow/scale the department intelligently to maintain pace with aggressive company growth. Work closely with counterparts in IT and Engineering to ensure efficient and stable systems operations.Maintain relationships with operators in conjunction with the Company’s sales and account management function.Develop a fundamental understanding of the unit economics of the department and manage key cost drivers.Manage to service levels, including quality, speed of answer and abandon rate goals, based on customer requirements.Proactively develop short and long range plans with senior management and call center team, forecasting growth and positioning the business within the marketAnalyze activity and statistical data, including daily/weekly telephone volume and response times.Report regularly to executive management on trends, costs and other factors affecting the response center operation.Ensures client satisfaction and all facets of service across all lines of business and geographies, working to timely identify and resolve issues where service delivery has fallen below acceptable levelsCreate an energetic and positive atmosphere throughout the Response Center focused on continuous improvement, attentiveness to customer needs, courtesy, and prompt, first call problem resolution.Lead team members, foster their professional development and growth, and promote teamwork and cooperation.Interface, as needed, directly with external customers and partners.

 

 

QUALIFICATIONSMinimum of 10 plus years experience managing call centers operations, with 5+ years managing call centers with 400 or more customer service representatives across multiple locations in an information-intensive and data rich environmentAdvanced knowledge of call center services industry and best practices, understanding implications of call center actions on the business, including revenue, expense and employee dynamicsExperience building call center metrics to drive optimum performance both with internal call center and vendor outsourced solutionsBachelor's Degree from a four-year college or university; or equivalent training, education and experience. MBA preferred. Ability to competently addressing rapid changes in service delivery in a dynamic and time-sensitive environment Experience managing and negotiating vendor contracts and relationshipsExcellent interpersonal and communication skills to communicate and interact effectively with all levels of management and clientsStrong leadership, analytic, and strategic thinking skillsInternational and telecommunications industry experience a plus

 Vesta offers an excellent salary and benefit package and the opportunity to help build success in a dynamic and crucial market. Interested candidates should submit a cover letter and resume to jobs@trustvesta.com .