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:

The Director, Outbound Operations leads the Outbound department to achieve operational and financial goals. This analytical and process driven professional is expected to demonstrate outbound expertise, strategic leadership and have proven experience with managing people. The Director, Outbound Operations is responsible for the overall outbound Call Center management of their Rep teams, goal establishment and achievement, coaching and development and reporting. This person is responsible for staffing, hiring, training, developing and motivating outbound reps. The Director will provide direction and leadership to direct reports and is accountable for their development and guidance on a daily basis.

Essential Functions and Responsibilities:

§         Manage and lead Outbound Teleservices department

§         Develop results driven strategy and program design for Lead Generation, Lead Management, Sales and Seminar Registration programs

§         Build an organization focused to deliver quality results and manage the team to deliver customer programs

§         Support and participate in the selling and design of new programs

§         Responsible for overall department performance and financial goals

§         Track and measure individual/team performance to goal

§         Support Agent performance to client business objectives including: reporting, tracking, measuring individual and team performance in the areas of Metrics and Quality

§         Responsible for Quality deliverables including: Leads Audit Process, weekly monitoring of each Representative, proactive call coaching, Quality reporting and analysis

§         Manage and track Agent Adherence and Occurrence Process

§         Manage Representative Development Plans including: Quarterly Performance Evaluations, Skills Inventory Management, Performance Improvement and Progressive Coaching Management, goal and expectation setting, annual reviews

§         Manage daily operations including: staffing levels, recruiting, hiring, disciplinary actions, Representative conversion, Harte-Hanks HR management and new hire training

§         Proactively communicate cross departmentally to resolve all operational issues

§         Develop and maintain on-going training plans and readiness campaigns for client accounts

§         Manage weekly, monthly and quarterly incentive initiatives

§         Reporting management for Superiors, Representatives, Clients and Client Services

§         Proactive communication and participation in weekly departmental meetings, client conference calls, weekly account team meeting and monthly account reviews

Required Experience, Skills and Education:

§         10 years leading Outbound programs

§         Understanding of Outbound practices, metrics and KPIs as well as how to build measurable plans to improve them.

§         Six Sigma Yellow or Green belt preferred

§         Strong organizational, leadership and interpersonal management skills

§         Proven ability to develop and produce reports from existing systems, analyze them and make informed recommendations

§         Demonstrated communication skills both written and verbal

§         Must be able to foster a positive an productive work environment, with the ability to lead, build teams and coach staff

§         Ability to work in a dynamic, fast paced atmosphere

§         Solid understanding of computer basics (Windows, Word, PowerPoint, Excel, the Internet)

§         Ability to speak, read and write in English

§         4 year college degree or equivalent

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