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 

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