Summary of Responsibilities:
- Drive program profitability by meeting client KPIs and targets.
- Manage operations, including queue monitoring and adherence to service metrics.
- Ensure optimal staffing levels by maintaining company-set ratios, coordinating with Workforce Management, and managing labor requirements (e.g., overtime) based on call volume forecasts.
- Uphold company and client policies and procedures, ensuring team adherence to attendance, scheduling, and workplace decorum.
- Lead performance management through coaching, conducting appraisals and feedback meetings, implementing disciplinary action for non-performers, and recognizing/rewarding top performers.
- Design and implement incentive schemes to drive floor performance.
- Ensure timely and effective communication of all company and client updates to program team members.
Required Skills and Qualities:
- Bachelor's Degree
- Two (2) to three (3) years of experience in Call Center Operations, Customer Service, BPO, or Telecommunications in an Assistant Managerial or Managerial capacity.
- Proficiency in call center operations, MS Office applications, and call center-specific software/systems (e.g., CMS/IEX).
- Prior knowledge of client-specifics preferred.
