среда, 25 сентября 2013 г.

Operations Manager - Greeley, CO at Greeley

Job Description

The Operation Manager reports to the Site Director and is responsible for managing and directing call center employees to ensure revenue, service, and client satisfaction goals are met. The Operation Manager has overall responsibility for most aspects of call center operations, including but not limited to Supervisor and Agent performance, switch management, and development of team members.The Operation Manager (OM) is responsible for managing client relationship on a day-to-day basis and is responsible for all aspects of Account Management and Development for the clients account with the assistance of his/her Site Director. The OM will have responsibility to maintain client retention and satisfaction margin enhancements, to ensure delivery/service level agreements are consistently met or exceeded for the client, and be responsible to ensure transfer of client information to other StarTek business groups is completed as needed. The OM will also work to manage contractual/commercial issues as they arise. Additional duties include:
  • Tracks and reports performance of individual employees, supervisors, and groups as a whole at the site or client level.
  • Audits and observes supervisors to ensure coaching is effectively provided and documented.
  • Demonstrates leadership abilities with business units using appropriate influencing and consensus building skills to manage expectations and cultivate relationships.
  • Ensures call volume forecasted is met on an hourly, daily, weekly, and monthly basis.
  • Ensures client KPIs are met or exceeded.
  • Ensures that support ratios are at goal.
  • Measures, reports and communicates revenue and service level goal attainment on a daily, weekly, and monthly basis for individuals, groups and the call center overall.
  • Encourages site participation and participates and plans community activities.
  • Ensures accurate and timely communication of client issues to and from the teams.
  • Trains and mentors direct reports to ensure efficient operations.
  • Participates in team meetings, joint calls, and client call monitor sessions.
  • Ensure on-going maintenance and upkeep of assigned call center.
  • Ensures maximum productivity by maximizing on-phone time for all specialists to include acceptable non-productive levels.
  • Manages profit and loss activity of site-specific teams.
  • Coordinates assigned contact center projects
  • Provides support and resource backup to SR Operations Manager.
  • Manages various processes through other departments. Will need to drive objectives by managing internal and external relationships and establishing themselves as the point person within the operations process.
  • Responsible for invoice management, generation and reconciliation.
  • Coordinate all client related travel and presentations. Ex. QBR, New Site Proposal, etc
  • Client point of contact for account project management functions. Ex. New Lob Ramps, New Call Center Ramps, etc
  • Assures that all departments and managers are working in operational efficiency while achieving strategic objectives of the organization.
  • Responsible for creation and upkeep of new/current MSA/SOW. Ensure that StarTek is meeting clients contractual

Job Requirements

Education: Bachelors Degree from a four year college or university or an equivalent combination of education and related experience is required.Job Experience:
- Three (3) years related experience is required. - At least one (1) year supervisory experience is required. - At least one (1) year of experience in a client facing role is required.- Previous sales program experience is strongly preferred
Country: USA, State: Colorado, City: Greeley, Company: StarTek.

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