Call Center VP

TrxNow (Allied Dispatch Solutions, LLC) is North America’s fastest growing roadside assistance company and dispatch technology platform! We operate multiple call centers 24/7/365, including Canada, with headquarters located in downtown Johnson City, TN. Our management team is filled with leaders who are focused on delivering the best service in the industry. Check us out at www.trx-now.com.

We’re searching for an experienced leader to manage day-to-day operations and ensure optimized performance and success of our multiple US call center locations. This individual will not only lead production, but also drive operational changes and improvement of production, culture, and customer service.

This is a great opportunity to lead and develop within an organization that continues to grow year after year!

Qualifications

Required Qualifications/Skills

• Provides strategic oversight for training, professional development, quality, operational oversight for staff, and agent management.
• Leverage all new resources and tools to optimize customer experience.
• Leads a team of managers to successfully deliver high quality, customer-focused, cost effective and efficient service to eligible customers.
• Consistently monitors staffing and workforce management performance, forecasting when staffing levels are insufficient or in surplus of average inbound volume demands.
• Promotes accountability and teamwork through leadership and strong communication amongst peers, subordinates and across the call center organization.
• Designs and prepares dispatch call center performance reports by collecting, analyzing, and summarizing data and trends.
• Some travel required

Preferred Qualifications

• 10 years management experience and 5 years call center experience required.
• Equivalent related management experience and/or certification will be considered in lieu of a college degree
• 10 plus years of Call Center Management Experience preferred
• College degree preferred.
• Significant experience with developing others through coaching, actionable feedback, and hands-on leadership.
• Ability to present data clearly to non-technical audiences.

Benefits

• Flexible work environment
• Benefits including health, dental and vision plans
• Paid time off
• Bonus structure

Allied Dispatch Solutions, LLC, is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act) with respect to employment opportunities.