Nature of Work
If you are an experienced Telemarketing Director with outbound telemarketing and dialer experience, Interval International may have the opportunity for you in our Miami, Florida office.
The Sr. Director of Telemarketing is responsible for leading the Telemarketing Department and conducting all ongoing, new, and test Telemarketing membership acquisition, renewal, and extension programs for Interval International’s U.S./Canada/Caribbean membership base.
By focusing on objectives that enable optimization of immediate operations, the Sr. Director must allocate resources for maximum efficiency, stay abreast of rapidly changing conditions, enforce standards, set the primary objectives for the department and staff, and spot and correct weaknesses in telemarketing operations, all while ensuring departmental revenue goals are met or surpassed.
The Sr. Director is also responsible for the overall operations, revenue and profitability of the external telemarketing operations.
Duties and Responsibilities
Manages the daily operations of the internal Telemarketing departments directly and oversees the external (outsourced) telemarketing operations – managing staffing, sales, leads, and overall profitably. Champions optimization opportunities, and benchmarks and imports best practices within the telemarketing industry.
Works in conjunction with the Legal Department to ensure that State and Federal Telemarketing Rules pertaining to the states we are calling are adhered to as it relates to the following: “Do Not Call” lists, filing scripts, registering Telemarketing Agents, specific call periods, and who can be contacted.
Manages and leads a team of direct reports that include 2 managers, and indirect reports of 4 supervisory and 50+ telemarketing agents and directs them towards established budgetary goals.
Develops annual budget and goals.
Develops operational procedures and directs the administrative functions.
Oversees and coordinates department Dialer workflow and day-to-day activities.
Establishes in-depth department analytics/KPI’s to ensure optimal sales culture yielding maximum performance.
Manages and owns the business and operational relationship with Geneys (for the Dialer) and Possible Now.
Works on dialer setting up work, cleaning and dividing campaigns, updating and creating scripts, setting up campaigns, generating reports, reviewing daily sales performance, controlling state drop rations, reviewing and updating State DNC.
Develops, executes, and manages Telemarketing programs by testing and monitoring script success and analyzing call data.
Implements special membership enrollment offers
Responsible for training, monitoring, and evaluating TSRs and demonstrating a sales process that fosters exemplary customer care and revenue growth.
Intervenes and handles problem members as needed and informs senior management of member issues impacting company policy.
Creates a positive, energetic, and motivating work environment that brings out the best relative performance.
Monitors and critiques TSRs and is able to identify performance issue and work with individuals to address concerns via success oriented corrective action or development plans.
Performs any other duties and responsibilities as assigned by a member of the management team
Selects best qualified persons for approved positions.
Ensures that each employee receives complete training in all aspects of the position.
Establishes appropriate reporting methods to ensure that staff is carrying out their responsibilities.
Accurately evaluates employee performance to meet deadline.
Recommends salary increase, promotions, demotions, transfers, and terminations.
Develops employees towards realizing their potential.
Maintains high employee morale and low turnover.
Performs other related duties as required.
Education and Experience
Graduation from an accredited college or university with a Bachelor’s degree in a business-related field or equivalent experience.
Must possess a minimum of 7 years previous experience in a Telemarketing environment.
Must possess a minimum of 5 years experience in operational and/or supervisory management within the Telemarketing environment.
Knowledge, Abilities, and Skills
Must be accomplished in sales management and employee development.
Must possess excellent analytical skills.
Must be computer literate and be proficient in Microsoft Word and Excel.
Must possess excellent written and verbal communication skills.
Must be able to communicate effectively with employees at all levels.
Must possess excellent interpersonal skills.
Must be detail oriented and possess excellent organizational skills.
Must be “ideas” oriented.
Must have experience in Dialer Operations.
Must possess excellent leadership skills.
Must possess strategic business acumen coupled with tactical operations experience.
Must be able to set priorities and manage time.
Should have a solid understanding of Federal and State “Do Not Call” processes, procedures, and guidelines to ensure Interval is, and stays, in adherence of all laws.
Must be able to work nightshift weekdays and weekends.