Joining the Leapfrog team means joining a leading digital marketing company in Chicago. We are changing the ecommerce and digital marketing game through proprietary technology, digital marketing expertise, and rich insights. If you are interested in data driven marketing and emerging technology then read on!

Call centers are a differentiator for our business due to our ability to track and affect the consumer experience via our closed-loop model and are viewed as a core strategic component, not a cost center.

We are looking for new leaders to grow this team. You will work with account teams on major brands like Time Warner Cable and Charter Communications to drive increasing conversion and overall performance across major marketing campaigns. 

Primary Accountabilities

Call Center Management 

• As our call center partners are offsite and in remote locations; we need you to build and maintain strong partnership relationships through the management of:
• Daily delivery of performance objectives (KPIs) and creation of action plans for increasing performance through incentives and smart marketing tactics
• Develop and align call center strategies to address key client business priorities
• Continually evaluate and refine processes and leverage technology; implementing best practices
• Strong and high quality communication with our partners; anticipating, adjusting, and collaborating on optimizations and overall performance to KPIs

Internal Resource Management

• We are highly collaborative and tightly integrated cross-functionally. This means you can:
• Support and advise internal clients on all aspects of the call center partners you manage
• Establish and deliver accurate and timely reports to internal clients along with your key insights and recommendations
• Participate in ongoing calibration sessions to determine sales technique improvements; conduct month end program analysis; make recommendations as needed
• Communicate, communicate, communicate with internal stakeholders to capture opportunities, mitigate risks, and share ideas across teams to win!

Skills Expected

• 4+ years’ experience with call centers/support centers; knowledge of call center systems (IVR, chat, call tracking), quality metrics and training processes
• Experience in the Telecommunications industry a strong plus; or Online Retail/Sales environment
• Strong knowledge of the MS Office Suite and potentially data visualization tools like Tableau
• Strong communication and presentation skills and the ability to build relationships and work effectively across the organization and with our partners
• Business acumen in the digital marketing space; understanding of ecommerce
• Ability to handle multiple projects in a fast-paced environment and apply new concepts and tools quickly
• Familiarity with CRM systems such as Salesforce.com is a plus
• BA required
• Flexibility to travel as often as once a month 

The Perks

• Total compensation package. We know your take-home pay isn’t all you’re looking for, which is why we match your 401(k), have great medical, dental, and vision insurance, and pay for your short-term disability and life insurance. Plus, every employee has a bonus potential.
• Casual dress. We welcome all dress styles but jeans work well here! And, our newly renovated office has a modern open layout space.
• Innovative work environment. We value our team culture, founded on bright people with passion for their work. We offer bi-monthly Lightening Talks where team members present to their peers about both general and technology topics. Leapfrog values having a balance between work and personal life; we believe people are happier and more productive when they have this balance. We also get to do our “thing” in a former Tinkertoy factory.
• Easy transportation and parking. We are steps from the Dempster Purple Line “L” stop, a couple blocks from the Metra stop, and offer a transit FSA that allows you to dedicate pre-tax dollars to public transportation expenses. There is a dedicated indoors bicycle area for our year-round and seasonal cyclists. Plus, we have street parking far easier than downtown and also have a lottery-assigned back lot.
• Great location.  The Leapfrog office benefits from Evanston’s laid back attitude along with dozens of restaurants within walking distance. Nearby you’ll find Whole Foods, Trader Joe’s, coffee shops, and the famous Edzo’s Burger Shop. And, gym and yoga facilities are just down the street.
• Food! Our kitchen is stocked with all-you-can-eat snacks, a variety of coffees, along with sodas. Summers find us noshing on BBQ, and every Friday morning, the office enjoys bagels, donuts, or pastries, not to mention the endless amounts of goodies our amateur chef employees bring in for sharing.