The Position:

Leapfrog Online, a leader in online marketing strategies through performance-based initiatives, is seeking a full time Call Center Business Lead. The first requirement of this role is to gain a clear understanding of the Leapfrog Online business model as well as the model for selling Business Services. This job will require a manager that can develop relationships with external clients, as well as internal Account Managers. You will be responsible for developing and maintaining relationships with Leapfrog Online vendors that provide our call center services. You will need to become familiar with a variety of reporting and tracking systems.

We are looking for a candidate that has demonstrated skills in each of the following areas:

Responsibilities:

Client Management

• Responsible for developing strong relationships with internal account managers as well as with client contacts.
• Provide regular analytical updates to all interested parties.
• Manage completion of all client inquiries

Vendor Management

• Responsible for the daily delivery of performance objectives
• Managing key performance metrics/financial targets
• Understand media campaign performance
• Provide daily/weekly performance updates to internal teams
• Help vendors to create and deliver on performance plans
• Develop performance improvement plans
• Create agent incentive plans
• Develop a mutually beneficial relationship with all vendors
• Effectively communicate strategic goals to vendor to ensure alignment
• Measure and track their understanding of monthly strategic objectives (client specific and LFO)
• Drive vendor accountability

Internal Resource Management

• Drive platform improvements
• Outline and enhance data reporting
• Collaborate with Media department

Qualifications:

Minimum of 5 years of call center experience

• Call center experience should include Account Management as well as Operations Management experience

Experience managing and developing staff members

Excellent written and verbal communication skills

Familiarity with CRM systems such as Salesforce.com is a plus

Strong strategic thinking skills

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.

All Leapfrog Online positions are contingent on successful completion of a background check.