Job Description
Job purpose
- Responsible for the successful operation of a customer contact management site.
- Manages both human and material resources.
- Supports Probe and clients in achieving service, quality and contribution goals.
- Demonstrates sound fiscal management in achieving profitability goals.
- Responsible for operating systems, policies and procedures within the site (including development,
- implementation and continual improvement of processes) to best achieve overall business goals.
- Responsible for leading process improvement efforts within the facility.
- Provides leadership and management to associates. Strives to achieve overall associate satisfaction.
- Provides development opportunities for the site management team.
- Ensures that appropriate training and development is offered to supervisors.
- Working with peers, serves as an effective business partner to multi-site clients.
- Supports the broader business line and corporate units to achieve goals.
- Represents Probe as a leading business presence through local community involvement.
Duties And Responsibilities
▪ Profitable Business Growth across all clients within the site, including:
- Forecasting/Resource planning and prioritization.
- Achieves site revenue and profit goals.
- Establishes, monitors and maintains priorities within the site to meet client, facility and corporate goals.
- Escalates site resource constraints to appropriate level(s) of management.
▪ Associate Satisfaction
- Obtains and retains the best talent.
- Works with Human Resources to address associate and labor issues, as necessary.
- Ensures that appropriate resources are available for associate
mentoring/development and management development.
▪ Client Relationships
- Nurtures client relationships.
- nsures that processes are in place to consistently deliver solutions to clients in a proactive manner to enhance the quality of and decrease the cost of service delivery.
▪ Community Activities
- Creates, projects and supports a positive image of Probe within the community.
Qualifications And Key Competencies
- At least 7-9 years of industry-related experience, including 2-4 years of contact center managerial experience or 10+ years of professional-level business management experience, including 2-4 years managerial experience; managing a fintech campaign is preferred
- Skills: (identify essential skills required, and identify additional skills that enable success in performing this job)
○ Demonstrated strong fiscal management skills in a P&L environment.
○ Excellent leadership and interpersonal skills.
○ Excellent verbal and written communication skills.
○ Demonstrated strong facilitation and presentation skills.
○ Demonstrated strong project management and planning skills in order to
successfully manage multiple simultaneous projects.
○ Solid computer skills, including use of products in the Microsoft Office suite.
- Knowledge/Abilities: (describe type and level of knowledge or ability needed to perform essential job functions and those that enable success in performing this job)
○ Demonstrated strong ability to analyze processes, enact change and think
operationally and strategically to achieve business goals.
○ Demonstrated ability to manage large groups of people (100+) in a site environment
and to work effectively as a business partner within a larger client framework.
○ Demonstrated ability to successfully manage excellent customer/client relationships.
- Regular business travel required – Up to 25%. Travel may include client visits, company business meetings or other events, as needed. Travel time will vary. Travel will be completed through the most cost-effective and efficient methods.
