Location: Montego Bay, JM
Employment Type: Full-time
Team: Call Center Operations
Hi, We're Centerfield.
Centerfield is a cutting-edge digital marketing and sales technology company headquartered in the heart of Silicon Beach with additional offices in New York, Boston, Florida, and Jamaica. Our growing organization continues to impact the AdTech space by providing end-to- end customer acquisition services and analytics for our high-profile clients, while also successfully tailoring every step of the customer's shopping experience.
How do we do this? Centerfield develops intelligent Big Data driven marketing and sales technology which drives more than two million sales each year for brands such as AT&T, Sprint, ADT, Spectrum, and CenturyLink. Our technology platform, Dugout, combined with our leading consumer guides and 1500 person sales and retention center deliver new customers at scale to top residential services, business services, and telecommunications brands worldwide.
We’re always interested in expanding our team with top talent. Our creative work environment allows for innovative ideas and encourages a collaborative team culture... make sure to check out our perks below!
The successful candidate will oversee and lead all daily operations of the sales center and is responsible for providing support to internal and external customers. Additionally, he/she will provide daily leadership, supervision and support to operations and ensure high standard service delivery. You will participate in the development and implementation of the company's strategic performance and financial plans; maintain and monitor the service centers site budgets and, provide daily judgment and business decision-making support.
Duties & Responsibilities
Ø Lead Operations Managers toward the achievement of client program KPI and revenue objectives
Ø Develop and execute short and long term performance strategies aligned with leadership vision and company direction
Ø Direct hiring and staff management process to ensure all positions are staffed with appropriate talent to meet client expectation
Ø Responsible for communicating strategy to management team and cascading goals and objectives to achieve desired results
Ø Directs, leads, and empowers a team of managers to be focused on driving reliability and continuous improvement for our clients
Ø Partner with respective Operational Support and Human Resources teams to attract, develop and retain employees to meet client expectations in an efficient and cost effective manner. Partner with Talent Management regarding succession planning for management staff
Ø Collaborate with Workforce Operations, Information Technology, Facilities, and other Shared and Support Services to optimize the use of resources, business intelligence reporting, and the performance management process
Ø Partner with Client and Business Solutions teams to leverage the company’s value to our clients by driving performance and client satisfaction, enhance business value propositions, and examine new growth opportunities
Ø Support and drive the company’s rewards and recognition programs and drives employee engagement and initiatives
Ø Communicate openly and frequently with staff and establishes, maintains, and promotes an inclusive and high performing culture to maximize operational efficiency
Ø Responsible for respective department’s overall performance and for motivating team to exceed department goals and objectives
Ø Bachelor’s Degree in Business or other related major or equivalent relevant work experience is required
Ø Eight (8) years call center Operations Management directly supervising managers and professional experience within the Business Processing Outsourcing (BPO) industry
Ø Excellent interpersonal skills and the ability to interact and collaborate across all organizational levels and with clients
Ø Ability to delegate work duties and manage a large complex work group through others while overseeing the operational process from a high level
Ø Demonstrates exceptional continuous improvement/transformational skills
Ø Ability to interpret and translate financial forecasts and metrics into short and long-term goals
Ø Ability to motivate and inspire a group of employees in a team environment to achieve performance goals
Ø Ability to deliver professional and logical presentations in front of key decision-makers
Ø Ability to make logical and effective decisions in a fast-paced environment. Ø Strong leadership development skills with a record of producing strong leaders.
Ø Excellent computer skills including Microsoft Office
Ø Excellent judgment, reasoning, and problem solving skills and ability to maintain the highest level of confidentiality
**To learn more, visit usHere. **
Interviews will take place after resumes have been screened for minimum requirements. Please note that this position is not restricted solely to the responsibilities listed above and that the job scope and responsibilities are subject to change.
_Centerfield Media is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected under federal, state or local law. _