About Us:

Delivery Agent, Inc. (www.deliveryagent.com) is the leader in shopping-enabled programming and content monetization for more than 125 entertainment properties from major media companies such as ABC, CBS, NBC Universal, Twentieth Century Fox, MTV Networks, Martha Stewart Living Omnimedia, Boston Celtics, UFC, and The Weinstein Company. Delivery Agent created the market for shopping-enabled programming by redefining how products related to entertainment are cataloged, merchandised and sold online. Since its inception in 2001, Delivery Agent has deployed its comprehensive technology platform, including e-commerce applications, video and mobile products, and interactive advertising solutions to create profitable connections among entertainment content, consumers and brands. To date, the company has developed a network of more than 90 distinct branded shopping sites for its partners and its own SeenON!® (www.SeenON.com), the definitive online shopping destination for products seen on screen.

Serve as a leader within the Operations group with full management of the company’s Customer Service function. As with all DA management positions, this position establishes and leads the strategic direction and executes on a very tactical level. The Customer Service group is at a critical point as we take significant responsibilities in-house so organizational leadership is necessary in addition to basic management by metrics. Focus on hire team, build rapport, and supervising, directing and coaching representatives to produce results. Review statistics; manage campaigns, reporting and other duties as assigned.

Responsibilities:

• • Establish path forward for CS team and ensure appropriate day-to-day mgmt for contact center operations is in place
  • Hire and train remaining CS team and ensure dept is metrics driven and measured
  • Manage CS outsourced relationship to SLAs, strategic opportunities
  • Daily monitoring and management of individual and team results and quality
  • Serve as operations business re-engineering lead
  • Preparation and reporting on key metrics weekly, monthly and quarterly for management and team productivity.
  

Requirements:

• • Proven performance, with excellent track record of producing results
  • At least 5+ years supervisory/management experience with a hands-on management style
  • 5+ years outbound/inbound call center experience
  • Self-Starter
  • Strong Communication Skills
  • Proficiency in Microsoft Excel, KPI creation and center mgmt tools
  • Masters, MBA or Bachelors Degree with equivalent experience