Overview
Responsible for managing call center operations activities including day-to-day operations, training and quality 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 of clients 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 (Human Resources, Facilities, I.T., Finance, etc.). Ensures that all program/account processes and procedures are adhered to and that individual/global metrics are consistently improving.
- Ensures the profitability of multiple programs/accounts/LOB's by ensuring the attainment of client-specific KPI's 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. Monitors 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, Workforce, 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 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.
Qualifications
- Bachelor's Degree in any course, preferably Business or Business Management
- Five (5) to Eight (8) years of work experience in a Senior Managerial capacity or Two (2) to three (3) years experience in a Director capacity in Call Center Operations, Customer Service, Business Process Outsourcing, or Shared Services.
- Masterful organizational, communication, and leadership skills, backed by previous professional success
- Superior knowledge of multiple operational functions and principles, including finance, customer service, production, and employee management
- Proven ability to plan and manage operational processes for maximum efficiency and productivity including business plans and budget management
- Superior negotiation skills for both internal and external purposes
- Strong working knowledge of data analysis and performance metrics
