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Job Description
- Runs the day-to-day operations of an organization or business.
- Monitoring team performance to ensure that the call center goals are met and supporting call center quality and training efforts.
- Measuring and demonstrating the group productivity as well as the individual’s reports related to customer outcomes.
- Identifying and articulating reporting requirements, which includes targets, specific data, and anticipated outcomes
- Identifying, recommending and supporting the implementation of various programs for the improvement of call center processes.
- Writing and conducting performance evaluations, making employment decisions, setting up performance goals and targets for assigned team.
- Managing a team of Supervisors and preparing their performance reports.
- Promoting sales culture that encourages and ensures the staff satisfaction. (outbound projects)
- Partner with workforce to pro-actively forecast staffing needs based on volume demands, time off request, etc.
- Set expectations on performance then monitor and hold direct reports accountable to those expectations
- Daily reporting on performance metrics, including a thorough analysis of trends that impacted performance and action plan(s) implemented to address those trends
- Coach and develop direct reports in key leadership skills to ensure their growth and continued success
- Ensure the execution of business plan in an efficient and profitable way.
- Determines long-range objectives and goals to meet business operation expectations
- Facilitate in the implementation and evaluation of call center procedures and policies.
- Handle client’s inquiries completely and accurately. Responsible to meet the client requirements completely and accurately.
- Establish and reinforce standard procedures and processes; ensuring that they are comprehensive, efficient and timely.
- Analyzing call center reports and statistics and making recommendations for improvements
Job Requirements
- Excellent interpersonal and influencing skills (assertive, fair and consistent)
- Excellent written and verbal communication skills (clear, concise, professional, friendly)
- Commercially focused with strong awareness of the challenges facing call center environments
- Demonstrate initiative and ability to get job done whilst also being a strong contributing team member
- Well organized
- Intermediate to advanced MS Excel, Word and PowerPoint
- Strong call center knowledge and experience
- A good understanding of the creative process
- Experience in a directly relevant role
