WhiteFence, one of the fastest-growing companies in Houston, currently has an exciting opportunity for a motivated individual to join our fast-paced company as the VP- Call Center Operations. In this role you will be responsible for the sales of electricity, satellite, deregulated natural gas, video, high speed Internet access and phone products offered by the company through relationships with third party call centers. The incumbent will negotiate agreements with, provide direction to and provide day to day management of third party call centers to ensure that the third party call centers provide service in a manner consistent with policies, procedures, and quality standards, required by our providers as well as customer needs and applicable local, state and federal regulations.
Responsibilities
- Negotiate agreements with third party call centers.
- Work with third party call centers to insure compliance with standards, service levels, quality monitoring scores, sales targets and focus on constant enhancement and improvement of customer satisfaction scores and return on investment.
- Organize, manage and direct inbound call center agents to service customers contacting the internal center and third party call centers with regard to deregulated electricity, satellite, deregulated natural gas, video, high speed data and phone products offered by the company.
- Recommend, implement, document and insure adherence to policies, processes, standards, work flows, and procedures related to the call center and customer service.
- Increase productivity, improve data quality and integrity, and work with senior management to develop enhanced analysis, forecasting and reporting capabilities.
- Recommend and manage functional area operating budgets and expenditures as assigned by senior management.
- Establish and maintain exceptional lines of communication and professional relationships with counterparts at our providers.
- Report the activities of the third party call centers and the internal customer service team in an effective, accurate and timely manner. Utilize team reporting data to analyze effectiveness, results, return on investment and opportunities for improvement
- Support all department and company goals and objectives.
- Develop training methods and materials to be used internally and by third party call centers to ensure industry leading sales skills, retention skills, and basic troubleshooting techniques for deregulated electricity, satellite, deregulated natural gas, video, high speed data and phone products offered by the company.
- Perform other duties as assigned.
Requirements
- Minimum 5 years of Call Center Management experience
- Bachelor’s Degree in business or related field, or equivalent combination of education and work experience
- Experience in call center sales of our core product offerings is preferred
- Outstanding written and verbal communications skills.
- Strong analytical and problem solving skills
- Excellent team building and interpersonal skills
- Ability to thrive in a dynamic team environment
* Travel as often as necessary nationwide (10-20%) , including International travel.
We offer a casual work environment and very competitive benefits. Salary range is commensurate with experience. This is an excellent opportunity for a motivated team player who consistently seeks personal challenges and professional rewards.
Company Background
WhiteFence is the nationwide leader in online service transactions for essential home services including electricity, natural gas, phone, cable TV, Internet and more. We provide a unique service that enables consumers to compare available service provider offerings at their home address, and immediately complete all of their transactions through one easy-to-use online platform. WhiteFence reaches millions of moving households with timely move and home-related services through company-owned Web sites and through exclusive relationships with hundreds of channel partners, such as multi-family property owners, real estate companies, relocation services, Web portals, home builders and other organizations.
In 2008, WhiteFence was named one of the Top 100 Fastest Growing Companies by the Houston Business Journal.
