Vice President of Call Center Operations

TrxNow® (Allied Dispatch Solutions, LLC) is North America’s fastest growing roadside assistance company and dispatch technology platform!  We operate multiple 24x7x365 call centers, including Canada, with headquarters located in downtown Johnson City, TN.  TrxNow®’s business objective is to provide best-in-class roadside assistance to all our members.

We’re searching for an experienced leader to manage day-to-day operations and ensure optimized performance and success of our multiple US call center locations. This individual will not only lead production, but also drive operational changes and improvement of production, culture, and customer service.

Required Qualifications/Skills

Provides strategic oversight for training, professional development, quality, operational oversight for staff, and agent management. Leverage all new resources and tools to optimize customer experience. Leads a team of managers to successfully deliver high quality, customer-focused, cost effective and efficient service to eligible customers. Consistently monitors staffing and workforce management performance, forecasting when staffing levels are insufficient or in surplus of average inbound volume demands. Promotes accountability and teamwork through leadership and strong communication amongst peers, subordinates and across the call center organization. Designs and prepares dispatch call center performance reports by collecting, analyzing, and summarizing data and trends. Some travel required.

Preferred Qualifications

10 years management experience and 5 years call center experience required. Equivalent related management experience and/or certification will be considered in lieu of a college degree 10 plus years of Call Center Management Experience preferred. College degree preferred. Significant experience with developing others through coaching, actionable feedback, and hands-on leadership. Ability to present data clearly to non-technical audiences.

Benefits

Flexible work environment Benefits including health, dental and vision plans Paid time off

Bonus structure

Allied Dispatch Solutions, LLC, is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act) with respect to employment opportunities.