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Responsible for managing contact center operations activities including day-to-day site operations and workforce management for one or more accounts / programs / LOB's that contribute to the acquisition, satisfaction and retention of client contracts/agreements. Acts as the primary contact for client and project delivery standards and maintains cordial working relations with them. Ensures achievement of service levels, key performance indicators, business objectives and financial targets stipulated by clients and the company through active coordination with various Operations and Support teams (i.e Human Resources, Facilities, I.T., Finance, Training, Quality, Continuous Improvement, etc.). Ensures that all program/account processes and procedures are adhered to and that individual/global metrics are consistently improving.
Job Responsibility:
Ensures the profitability of multiple programs / accounts / LOB's by ensuring the attainment of client-specific KPIs and targets
Has full P&L responsibility for all programs / accounts / LOB's managed and supported
Maintains cordial and effective working relations with external clients and serves as the primary interface of clients
Translates client requirements into action plans for the LOB's / accounts / programs
Establishes open and honest communication regarding all aspects of the accounts'/programs'/LOB's performance
Anticipates the needs of the clients proactively and acts on such requirements before they arise
Monitor's account / program / LOB performance as contributed by individual and team efforts to ensure that profitability and efficiency are maintained and improved
Conducts interval business reviews, ensuring that contract metrics and service level and KPI agreements are met
Ensures that individual and global metrics are consistently improving for the account / program / LOB
Upholds company policies as it relates to the program and drives for adherence to such policies
Ensures that checks on attendance, schedule adherence, and decorum in the workplace are executed for uninterrupted operations and to uphold the Company’s standards of professionalism
Ensures the recognition and reward of top performing team members through incentive pay-outs and non-monetary rewards
Ensures that proper action is taken for non-performing team members as well as for those with documented infractions against company policies
Ensures that performance planning/appraisal/feedback activities are conducted and the necessary documentation and processes are followed
Drives for the conduct and adherence of proper coaching and mentoring to the entire operations team
Seeks and coordinates for the assistance of internal support functions (i.e. HR, Work Force, Learning Services, Customer Experience, I.T., Facilities, etc.) for client requirements as needed and appropriate to ensure profitability and drive for continuous improvement in performance
Participates in the budgeting process and adheres to the established budget for the accounts / programs / LOB's
Manages costs and expenditures efficiently and wisely within budgeted guidelines
Actively monitors expenses incurred
Maintains a high level of morale and productivity within the LOB's / accounts / programs
Ensures that each team member is leading by example in step with the company's vision, mission, values and competencies
Provides direction, mentoring, coaching, and counseling to direct reports and to the rest of the team as necessary and appropriate
Maintains, and reviews as appropriate, company-set ratios on staffing to ensure smooth operations of the program
Complements the forecasted call volume of the program with the adequate manpower on the floor by periodically checking forecasts versus actual call volumes
Requirements:
Five (5) to Eight (8) years experience in a Managerial capacity or Two (2) to three (3) years' experience in a operations managerial capacity in Call Center Operations, Customer Service, Business Process Outsourcing, or Telecommunications
Expertise in call center operations, financial management, and organization required
Proficiency with MS Office applications or Google Suite Applications (i.e. MS Word, Excel, PowerPoint, etc...) and other call center-specific software / systems (i.e. CMS/IEX, Nice, Verint, Blue Pumpkin, etc.)
Client relations
Leadership and people-management skills
Project management skills
Excellent oral and written English communication skills with professional communication skills both verbal and written business correspondence
Excellent financial, planning, organizing and coordination skills
Adaptive to changing work schedules and working hours
Active listening skills
Operates with minimal supervision
Customer focus
Time Management and Multitasking skills
Detail-oriented, Analytical, Problem-Solving and Decision-Making skills
Presentation Skills
Full-time availability to work on weekends as needed