Forbes Advisor is looking for a Director of Call Center Operations with an entrepreneurial spirit who thrives in a team, goal-oriented environment. Reporting to GM, the individual in this role will work closely with stakeholders for the vertical in identifying, executing, and optimizing growth opportunities for the call center team.
RESPONSIBILITIES:
Define the long-term vision for call center operations that aligns with overall company objectives and growth plans.
Design and execute effective inbound and outbound sales strategies to maximize lead generation and conversion, ensuring the team meets and exceeds revenue and growth targets.
Establish KPI frameworks (conversion, handle time, service levels, customer satisfaction)
Work with BI to manage performance dashboards and KPI tracking (e.g. conversion rates, average handle time, service levels)
Provide executive oversight of workforce planning, scheduling, and real-time management to ensure operational excellence at scale.
Work cross-functionally with other GMs, business development and product teams to integrate call center operations across company-wide initiatives.
Champion adherence to industry regulations, company policies, and QA standards, maintaining a risk-aware culture.
Sponsor the adoption of best-in-class technologies (Salesforce, Five9, NICE, Genesys) and continuous process improvements.
Prepare and present performance reports to executive leadership, highlighting trends, insights, and recommendations.
REQUIREMENTS:
5+ years of experience in call/contact center operations
Exceptional problem-solving and decision-making skills
Strong communication and organizational skills
Ability to manage stress well, and juggle multiple account challenges at once.
Fluent in Microsoft Word, Excel and PowerPoint
Forbes Advisor provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
#LI-REMOTE #LI-NM1
Forbes Advisor is looking for a Data Research Engineer - Data Extraction to join the Forbes Marketplace Performance Marketing team with a focus on supporting one of Forbes business verticals. If you're looking for challenges and opportunities similar to those of a start-up, with the benefits of an established, successful company read on.We are an experienced team of industry experts dedicated to helping readers make smart decisions and choose the right products with ease. Marketplace boasts decades of experience across dozens of geographies and teams, including Content, SEO, Business Intelligence, Finance, HR, Marketing, Production, Technology and Sales. The team brings rich industry knowledge to Marketplace’s global coverage of consumer credit, debt, health, home improvement, banking, investing, credit cards, small business, education, insurance, loans, real estate and travel.The Data Extraction Team is a brand new team who plays a crucial role in our organization by designing, implementing, and overseeing advanced web scraping frameworks. Their core function involves creating and refining tools and methodologies to efficiently gather precise and meaningful data from a diverse range of digital platforms. Additionally, this team is tasked with constructing robust data pipelines and implementing Extract, Transform, Load (ETL) processes. These processes are essential for seamlessly transferring the harvested data into our data storage systems, ensuring its ready availability for analysis and utilization.A typical day in the life of a Data Research Engineer will involve acquiring and integrating data from various sources, developing and maintaining data processing workflows, and ensuring data quality and reliability. They collaborate with the team to identify effective data acquisition strategies and develop Python scripts for data extraction, transformation, and loading processes. They also contribute to data validation, cleansing, and quality checks. The Data Research Engineer stays updated with emerging data engineering technologies and best practices.
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