Company Overview: If you are interested in a role that is critical to our success and the overall success of our clients, look no further. Televerde is a global demand generation company that provides sales and marketing solutions designed to acquire new business and accelerate revenue. We serve as strategic partners offering proven solutions in the areas of marketing technology services, strategic engagement planning, data intelligence, demand generation, teleservices and inside sales. Televerde has helped a wide range of large and mid-sized companies around the world generate revenue.  Televerde is a purpose driven company impacting and enhancing the lives of women in prison by skill-building, coaching and mentoring ensuring a bright future upon release from prison.  The Vice President, of Call Center Operations, will have a direct impact on the betterment and fulfillment of these women transitioning.    Job Overview: This position is responsible for the management and oversight of 5 call centers. This includes management of manpower and functions required to provide capacity and capabilities to perform services for Clients. Essential Functions and Responsibilities: Agent Performance Acquire and maintain an adequate supply of trained agents to ensure all Client services can be delivered within required time frames and at the productivity and profitability standards established. Ensure achievement of high performance levels that anticipates Client’s future needs, expectations and continuously enhances the competency of agents to handle more complex programs and solutions. Maintain a hiring process that is scalable supporting rapid growth building a competent workforce and management team. Manage an agent assessment program ensuring consistent training with defined performance metrics, coaching programs, as well as continuous improvement in agent performance ratings. Ensure that the Agent Performance Managers (“APMs”), agents, trainers, coaches and all Department Of Corrections (“DOC”) contract employees have calling campaign responsibilities on an ongoing basis. Maintain metric/measurements and analysis processes to ensure Client satisfaction, productivity and profitability during growth spurt. Manage a system user group in operations that provides recommendations on system enhancements and requirements for improving the ability of agents to perform their duties and provide enhanced services to Clients. Campaign Management Manage campaign performance evaluating agent results across campaigns establishing standards and expectations for support staff continuously improving campaign performance. Participate in campaign triage/troubleshooting situations, and track campaign information through analysis and reporting to management on issues identified, resolved, and time frames for resolution. Provide resources to test campaign messaging and provide feedback to Client Success through tracking, measuring and reporting on quality of deliverables, quality control rejects, rejected leads, etc.. Conduct campaign call performance calibration sessions, including call center management, Training and Development, Campaign Coordinators and Client Success Managers. Ensure timely implementation of campaigns; including sufficient resources trained and ready for new programs to meet reasonable Client expectations. In partnership with Client Success, build business with new Clients and turn “tests” into ongoing projects.   Measure new client churn (shared with C/S and Sales). Management Team Ensure performance of management team, and provide ongoing education for the management team to assist with career growth and development. Conduct periodic management meetings to ensure consistency of call center standards, policies and procedures across locations. Ensure effective communications between/among the different call centers. Ensure performance management of APMs through use of reviews, goal setting, career paths and APM scorecard and ranking system, with clear performance standards and measurements.   Operations Ensure calling operations remain compliant with DOC rules and regulations.   Maintain relationships with DOC Administration at each location.   P&L ownership responsibilities maintaining profit margins and utilization targets for each call center.   Develop annual department goals in support of strategies and objectives.