I am Vice President of Operations of a call center consulting company as well as employ 12 home based call center agents representing 6 clients.

Responsible for a fifty employee call center to set on site appointments via inbound and outbound telemarketing opportunities. Establish individual and team goals in line with corporate goals. Responsible for managing a proprietary automated dialing system, including load and manage leads, establish dialing flows to Coordinators and monitor dialer reports. Handle report generation on department statistical standards and goals. Originate and maintain training programs for new and established Coordinators in a multitasking appointment setting and service environment. Promote excellent customer service, high appointment setting productivity while maintaining strong in the door percentages and current product knowledge to produce high quality opportunities. Responsible for maintaining human resource duties (including the hiring and terminating processes), payroll, commissions for the Scheduling Coordinators, Quality Assurance Analysts, Confirmation Specialists and Receptionists teams.

Responsible for a sales team of twenty to sell identity theft protection services via inbound and outbound telemarketing opportunities. Establish individual and team goals in line with corporate goals. Originate and maintain training programs for new and established agents in a multitasking sales environment. Promote excellent customer service, high sales conversions and current product knowledge to produce additional up sell opportunities. Handle report generation on department statistical standards and goals. Responsible for the hiring and terminating of sales team members and maintain wages and commissions for the sales team.

Managed a team of 20 salespeople. Trained new salespeople and ensured all were up to date on product information.