ï‚· Previously managed multiple call centers (preferably in the insurance or financial services industry)-Administering policies/procedures and responsibility for planning, managing and establishing standard in:
ï‚· Operational Management
ï‚· Quality
ï‚· Customer Service and Satisfaction
ï‚· Productivity and Financial Management
ï‚· Resource Management
ï‚· Managed the consolidation/rationalization of multiple call centers from inception to production (project management, development of implementation plan, implementation etc.), including site analysis (buildup of existing or new facility)
ï‚· Extensive working knowledge and ability to utilize functionality, of Siebel 7.x Call Center to integrate with current applications that utilize Siebel SFA, Marketing and Analytics
 Extensive practical knowledge in the immediate and strategic use of technologies (e.g., voice and data telephony, voice recognition, etc.) for cost reduction opportunities, increased use of self-service, and increased use of a “once-and-done” approach at the CSR level.
ï‚· Development skills in the area of labor analysis, skill requirement assessment, profiling/hiring, quality and training initiatives
ï‚· Strong leadership ability to implement a culture change that expands the current Call Centers to a Customer Contact Center that facilitates the growth of business through the depending of the customer relationship through new or expand use of:
ï‚· Inboard and Outboard Call approaches
ï‚· Retention/Conservation strategies
ï‚· Cross-Sell and Upsell opportunities

Contact:
Jules Ehrenberg
Vice President
InSearch Worldwide
Ph: 212-314-5168,203-355-3018
email: ehrenberg@insearchworldwide.com