Descripción de la Oferta

Job Summary:

Performs difficult management level work overseeing broad aspects of a client program(s) at call center facility. Exercises broad oversight over 50 – 250 + subordinate personnel.

Job Functions:

• Daily Program Operations Management
• Staff Development, Mentoring
• Daily Progress Reporting
• Budget and Fiscal Management of Program
• Quality Assurance/Process Improvement

Key Job Responsibilities:

• Enforce daily service objective performance goal of 95% - 100%
• Enforce development of supervisor team to including establishing performance expectations, training, coaching, and performance appraisals.
• Ensure performance goals and met to pre-established expectations.
• Manage and monitor project start-up, assessing needs, design and development.
• Implement innovative approaches to maximize efficiency and profitability.
• Oversee and review the daily IT process to ensure that results are reported accurately.
• Monitor and report on project and program results
• Maintain effective levels of communication at all levels of all pertinent information, to include corporate and/or client objectives, performance outcomes and expectations, etc.
• Oversee efforts to address problems related to program performance
• Develop and manage all support staff working with Operations.
• Ensure Quality Assurance feedback is obtained by all telephone representatives for training and quality improvement purposes.
• Administer performance appraisals and corrective action as required.

Other Related duties:

• Hold Team Managers accountable for high level of professionalism, maturity, and ethical behavior.
• Oversee the selection and training of all subordinate personnel, in coordination with the People Department/Team Managers

Job Requirements:

Minimum Education and Experience:
• Bachelor’s degree required or related equivalent experience.
• Extensive experience in project management and operations management in a customer service or call center environment.

Preferred (not required):
• None

Licenses and/or Certifications:
• None

Knowledge, Skills and Abilities:
• Client advocates with strong customer service skills.
• Excellent interpersonal skills.
• Ability to manage numerous programs requiring attention to detail.
• Flexibility and versatility in problem analysis and resolution.
• Ability to communicate across functional lines particularly as regards database development.
• Demonstrated knowledge of interviewing and selection process.

Working Conditions:
Constant = 75 – 100% of the time; Frequent = 50 – 75% of the time; Occasional = 25 – 50% of the time; Rare = less than 25% of the time

Work Environment:
• Frequent sedentary work performed in a climate-controlled call center environment; Occasional work is performed standing.

Physical Demands:
• None

Experiencia Requerida

Educación Superior

Lenguajes