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Job Description
- Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed.
- Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.).
- Responsible for selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements.
- Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports).
- Create and maximize relationships with client partners.
- Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance.
- Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching.
- Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner.
- Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement.
- Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements.
- Attend business reviews with the client.
- Handle a team of team leaders.
Job Requirements
- Associate's Degree in related field with more than 7 years of experience (with at least 2 years of Progressive Management Experience) preferred.
- Call center experience preferred.
- Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback.
- Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal.
- Work well under pressure and follow through on items to completion while maintaining professional demeanor.
- Excellent communication skills, both written and verbal.
- Ability to effectively present information to internal and external associates.
- Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment.
- Demonstrated ability to mentor, coach and provide direction to a team of employees.
- Willingness to work a flexible schedule.
