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Job Description
- Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients,
- Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development.
- Coordinate analytic, strategic and technical resources to meet client expectations and insure satisfaction.
- Manage and expand client and coworker relationships.
- Insure compliance with regulatory agency guidelines and standards.
- Find and close new revenue opportunities within the existing client base
- Managing the skill based routing process as well as monitoring real time basis and take immediate action to improve SLA, utilization, adherence, etc...).
- Contributing with the Workforce dept. in preparing a quarterly presentation analyzing the project performance results comparing to project KPIs, areas to be improved as well as business analysis and communicate it to the client.
- Delegate the right person to handle any Job related issues.
- Communicating the company’s purpose, core values, vision to the staff.
- Setting tasks, responsibilities, objectives and KPIs for the team members that will help fulfilling the departmental objectives as well as the corporate objectives.
- Setting periodical review meetings with clients
Job Requirements
+5 Years Experience as Operation Manager Contact Center (Must)
Technical Competencies
- Clear understanding of service center and CRM packages and technology.
- Ability to handle complaints and resolve disputes and conflict.
- Proficient in Microsoft office.
- Demonstrated experience in implementing customer segmentation and channel strategies to increase portfolio growth and profitability
- Demonstrated experience with customer acquisition or retention strategies via contact center channels.
- Sets clear and realistic goals.
Personal Skills
- Communicates Effectively
- Provides Effective Feedback
- Coaching Skills
- Relationship Management Skills
- Planning skills
- Self-Learner
- Leadership skills
- Details Oriented
- Decision maker
- Organized
- Adaptable to change
- Motivation Skills
- Problem solving
- Creative thinking
- Presentation & Business writing skills
- Negotiation Skills
- Interviewing skills
- Analytical skills.
- Detail Oriented.