RTN Careers

Call Center Leader

3 months ago(10/10/2017 5:31 PM)
Job ID
# of Openings
Customer Service/Support
Kansas City


Targeted Metrics is hiring a Call Center Leader.  This individual will be responsible for the day to day operations and management of an outbound call center.  This is a unique position managing a team who play a critical role in the company’s domestic and international expansion.   This position will have to ensure that the targets are managed for a diverse group of managers and their teams.


This role would suit an experienced, diligent, and energetic self-starter who welcomes the challenge of developing and building a call center and all processes and procedures and applying previous inside sales experience to fuel the Targeted Metrics strategy.   The ideal candidate has experience starting up a Call Center Team and developing Managers and their Teams.


This position is located in Kansas City, KS and is a Monday-Friday daytime work schedule


Targeted Metrics is a call center that specializes is a one call close sales technique to partner with small and medium sized businesses for their marketing efforts. 



  • Setting strategy for building and developing the business including setting metrics.
  • Leading a team of Call Center Specialists and directing their activities for the achievement of Appointment targets and goals.
  • Managing the overall performance analysis of existing lists and programs
  • Monitoring team performance to ensure that the goals are met and supporting quality and training efforts.
  • Measuring and demonstrating the group productivity as well as the individual’s reports related to outreach results.
  • Identifying and articulating reporting requirements, which includes targets, specific data, and anticipated outcomes.
  • Ensuring that proper call procedure are followed
  • Ensuring that confidentiality of customer information is maintained
  • Implementation of new working procedures in the operation process
  • Managing the lead flow and assignment to Specialist.
  • Checking that call quality is maintained
  • Coordinating with multiple stakeholders for lead generation with an international research team.
  • Coaching and motivating staff
  • Attending to the issues of the staff and trying to find a solution
  • Reviewing the performance of the staff
  • Ensuring quality control of departmental work performed.
  • Handling complex department matters.


Desired Skills and Experience:

  • Previous P&L responsibilities a plus
  • College Degree preferred but not required
  • Previous experience starting up a Call Center
  • Outbound call center management experience a must.
  • Highly detailed oriented and must be able to multi-task with a high level of accuracy
  • Ability to work efficiently in a high demand, team oriented, and fast-paced environment.
  • Ability to maintain confidentiality.
  • Solid communication skills and excellent interpersonal skills.
  • Ability to express ideas in a clear and concise manner.
  • Solid problem-solving skills and excellent Management skills.
  • Ability to think tactically and identify significant success factors.
  • Team player, pro-active, positive attitude at all times.
  • Self-motivated and driven to plan and execute rigorous lead generation plans.
  • Proficient computer skills
  • Expectation of participating and embracing daily review meetings, metrics, clear documentation of calls/follow up.
  • Agile and adaptable to frequently changing priorities; ability to work under pressure and meet changing requirements



  • Salary plus incentives DOE
  • Full benefits package available.


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