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Job Description
- Defines and develops operating approaches to ensure call center standards and requirements are met.
- Manages operations through performance metrics management tools that identify deviation from target and ensure that corrective action is taken based on the RCA approach
- Ensures that RCC end user privacy policy is properly and consistently implemented.
- Provides Leadership to a large and diverse staff and ensures that everyone works towards unified vision.
- Ensures that department budget goals are met and maintained through: - Proper control of equipment and personnel costs - Maintaining existing account revenue levels
- Maintains monthly operation reports reflecting all indication figures across all projects and presents to management.
- Ensures that manpower succession plans are in place and implemented effectively
- Meet call center financial objectives by estimating requirements in order to increase the GP based on a prior planned actions and managing the revenues and COGs; preparing an annual budget; scheduling expenditures; proper control of equipment and personnel costs; initiating corrective actions and avoiding the penalties.
- Ensure the invoice generation; validating all terms; following up with the client on the cycle till receiving the confirmation on the invoice and the certification.
- Negotiate and own all agreements with the client regarding the invoice roles or amendments required for better business experiences.
- Maintain and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.
- Maintaining an updated practices of COPC approaches and standards and follow up on the implementation to successfully meet the PST expectations.
- Oversee all the activities of own team to ensure high performance levels and efficient implementation.
- Responsible for the professional development of own team and ensure it is aligned with the organizational career progression and succession plans.
- Responsible for setting the team objectives in correlation with the department objectives, provide coaching and action plans required to achieve objectives
Job Requirements
- Interpersonal Skills: Forward Thinking - Business Acumen - Internal & External Networking - Team Empowerment & Development - Customer Centricity.
- Fluent in English
- Good French
- minimum 8 years of experience in the call center industry.
