About Harte-Hanks:

Harte-Hanks® is a worldwide, direct and targeted marketing company that provides direct marketing services and shopper advertising opportunities to local, regional, national and international consumer and business-to-business marketers.  Harte-Hanks Direct Marketing improves return on its clients' marketing investment by increasing their prospect and customer value through solutions and services organized around five groupings of integrated activities:  Information (data collection/management) — Opportunity (data access/utilization) — Insight (data analysis/interpretation) — Engagement (program and campaign creation and development) — Interaction (program execution). 

Position Summary:

We are in search of an experienced senior inbound call center professional for our Texarkana, TX location, who has a solid background in call center quality and operations management to provide leadership, develop strategy and implement customer focused solutions on a multimillion dollar global program.  The successful candidate for this senior role will understand all aspects of leading a multi-site inbound call center program and will be able to design and recommend global strategic quality initiatives as well develop and implement tangible process and people improvement plans in order to execute against those initiatives.  They most likely will have held a Director or VP level position in call center operations and have experience managing large customer programs across multiple sites.  Additional, they will have proven leadership skills and will be a strategic thinker and problem solver. This person will be empowered to drive global quality leadership to ensure the highest level of customer service but will be expected to drive results through understanding of all the components of call center operations down to agent level coaching and development.  Strong presentation skills are a must, along with strong verbal and written communication skills. The candidate who is most suited to this role will be inspiring, results oriented, fun to work with, comfortable with distractions and have experience in all aspects of call center leadership: IT & Telephony, Staffing – Recruiting, Hiring, Training, Retaining, Scheduling. International experience would be an advantage.

Essential Functions and Responsibilities:

·        Manages and leads client relationship.

·        Collaborate with other members of management to design customer focused quality solutions and implement tactical, measureable process improvements.

·        Ensure that processes and systems generate higher productivity and continuous improvement.

·        Partner with, direct and develop the management of our Call Center to ensure customer satisfaction as well as internal operational efficiencies.

·        Interact regularly with executive team and individual department heads to ensure that account’s operational priorities are aligned with total company direction.

·        Works with Command Center to forecast volumes of calls and staffing requirements across locations using a Workforce Management Tool.

·        Leads team of supervisors responsible for monitoring performance of call center agents

·        Works closely with Quality/Training department  

·        Responsible for financial achievements including budget attainment, margin management and contract management

Required Experience, Skills and Education:

·        Minimum 8 - 10 years of work experience in a senior managerial role for a call center environment, preferably at VP  or Director of Operations level

·        Excellent analytical and process management skills

·        Six Sigma Yellow Belt (Green Belt will be considered)

·        Strong leadership skills combined with effective people management abilities

·        Effective verbal and written communication and interpersonal skills

·        A strong problem solver with decision making abilities

·        Working knowledge of Microsoft Office, Word, Excel, and PowerPoint

·        Ability to work with diverse operating groups to ensure high quality service to customers

·        COPC certification preferred

* This position is in Texarkana, TX.

Compensation and Benefits:

Harte-Hanks offers attractive compensation plans along with a comprehensive benefits offering including:  Medical, Dental, Life, PTO, 401k, Flexible Spending Accounts, Disability, Educational Assistance and Employee Referral Bonus plans.  Harte-Hanks is respected as an employer of choice due to our numerous career opportunities, our highly talented team members, our world-class reputation, and our impressive client portfolio.  If the fit is right, consider bringing your talents to our team to help us continue to make it happen!

Note:  The information listed above is intended to describe the general nature and level of this position.    Essential functions and responsibilities may change as business needs require.

Harte-Hanks is an EEO/AA Employer