|
| |
Call Center - Operations Director
Code: CC-Ops-Dir |
|
| Job Description: |
|
The Call Center Operations Director should be an experienced call center operation executive who is responsible for ensuring the achievement of department performance goals and objectives. This position will direct and develop the operations management of the call center. This position will report directly to the Call Center Vice President and will serve as a member of the executive team. |
|
| Job Responsibilities: |
|
 |
Assist in strategic planning and execution to enhance profitability, productivity, and efficiency throughout the call center operations |
|
|
Assist executive management with all phases of planning, organizing, directing and controlling the work product, operational procedures and processes of the call center operations |
|
|
Perform standard management duties including, but not limited to, assisting in the establishing of and ensuring achievement of call center department goals and objectives, handling budget planning, monitoring and adherence, preparing and administering performance evaluations, conducting career and disciplinary counseling, providing motivation, coaching and training and providing input and recommendations regarding hires, transfers, promotions, and terminations |
|
|
Direct and develop the department management and other staff to identify areas where process improvement and systems enhancements are necessary to increase productivity and improve the overall customer experience and ensure that all functional and operational systems are continuously evaluated for proper call center operation, relevance, and utilization |
|
|
Ensure state of the art methods for monitoring, measuring, analyzing and managing call center performance areas such as, but not limited to, call volumes and staffing levels, call response times, and length of calls |
|
|
Ensure the company is migrated toward the common platform in order to generate higher efficiency, enhanced reporting and tracking capabilities, and improved ROI |
|
|
Continually investigate and introduce process improvement measures and present suggestions to the Call Center Vice President for consideration |
|
|
Ensure compliance with corporate policies, guidelines and standard operating procedures throughout the call center operations |
| |
| Job Requirements: |
|
|
Bachelor’s degree preferably in Business Management/Administration or any business- or technology-related major; Master’s degree is ideal; extensive, directly-related experience may be considered in lieu of education |
|
|
Minimum of 8 years of management experience with a minimum of 5 years in successfully managing a medium to large-scale call center operational department |
|
|
Proven ability of strategic planning and execution throughout the call center operations |
|
|
Proven ability to effectively direct and develop the management team of the call center operations |
|
|
Demonstrated experience in budget planning, staffing and information management in an operational environment |
|
|
Demonstrated experience in establishing, implementing and managing effective work processes within a large organization structure |
|
|
Proven ability to identify and diagnose problems and to develop, recommend and implement optimum solutions |
|
|
Proven ability to deal tactfully and diplomatically at all levels of the organization and with clients/potential clients of all personality types |
|
|
Possess excellent communication, collaboration and relationship management skills with the proven ability to work in a matrix environment across functional lines |
|
Call Center - Operations Manager
Code: CC-Ops-Mgr |
|
| Job Description: |
|
| The Call Center Operations Manager should be an experienced call center operation executive who is responsible for the effective day-to-day running and management of the call center operations. This position will report directly to the Call Center Operations Director. |
|
| Job Responsibilities: |
|
|
Manage the client relationship and ensure full compliance with contract requirements |
|
|
Set and meet performance targets of speed, quality and efficiency and plans areas of improvement and product development to promote exceptional customer service |
|
|
Track and measure individual and team productivity and quality results for staffing forecasts |
|
|
Ensure appropriate staffing, training, development, and performance of a service unit focused on customer satisfaction whilst monitoring the effective use of time and resources to ensure that the call center is operating at maximum efficiency |
|
|
Direct the forecasting and scheduling of daily workforce |
|
|
Record and report statistics, user rates and performance levels of the call center operations |
|
|
Forecast and analyze data against budget figures on a weekly/monthly basis |
|
|
Liaise with the call center supervisors and executive team for both levels to have a better understanding of the current situation of the call center operations |
|
|
Direct and develop the call center supervisors to consistently, effectively motivate and lead their front line specialists |
|
|
Ensure adherence of staff to company policies |
|
|
Continually investigate and introduce process improvement measures and present suggestions to Call Center Operations Director for consideration |
| |
| Job Requirements: |
|
|
Bachelor’s degree preferably a business- or technology-related major; extensive, directly-related experience may be considered in lieu of education |
|
|
Minimum of 5 years of management experience with a minimum of 3 years in successfully managing a medium to large-scale call center operational department |
|
|
Expert level knowledge of call center techniques, policies and procedures |
|
|
Possess strong planning, forecasting, problem-solving, and analytical skills |
|
|
Proven ability to develop and produce reports from existing systems, analyze them and make recommendations |
|
|
Proven ability to plan, organize and process designs |
|
|
Possess strong organizational, leadership and interpersonal management skills |
|
|
Proven ability to coach call center supervisors and call center representatives in decision-making process |
|
|
Must be able to foster a positive and productive work environment, with ability to lead, build teams, and motivate staff |
|
|
Possess excellent communication, collaboration and relationship management skills with the proven ability to work in a matrix environment across functional lines |
|
Call Center - Client Services Director
Code: CC-CS-Dir |
|
| Job Description: |
|
| The Call Center Client Services Director is a key component to the success of the client and their ability to increase our clients’ market share in the industries in which they serve. This role is vital in shoring up the existing revenue stream for their clients while exploring new opportunities with each existing client for additional campaigns and service lines. This position will report directly to the Call Center Vice President and will serve as a member of the executive team. |
|
| Job Responsibilities: |
|
|
Develop program implementation best practices to ensure a timely speed to market and quality of launch for all new business initiatives |
|
|
Build and manage relationship with clients; responsible for ensuring that all client deliverables are tracked and met in a timely manner, escalating any issues that will prevent achievement of any service level |
|
|
Provide direction and manage performance of campaign implementation team |
|
|
Grow and maintain revenue from existing client business |
|
|
Deliver client expectations through sales and service activities |
|
|
Direct and develop the department management and other staff to identify areas where process improvement and systems enhancements are necessary to ensure client and customer satisfaction |
|
|
Interact with cross-functional management teams to implement and succeed with the campaigns |
|
|
Monitor and escalate call center effectiveness for the campaigns supported; analyze efficiency of key campaigns with the Call Center Vice President and suggest appropriate action to be taken |
|
|
Evaluate, manage and enhance the back office processes for all client impacting channels |
|
|
Interact with IT to ensure scripts and databases are properly entered into the system and functioning properly |
|
|
Track and provide summary reports to Executive Management on call volume, installation status, support tickets, client satisfaction, etc. |
|
|
Provide call center management reports for internal and external purposes |
|
|
Create and administer divisional capital budget and expenditures |
|
|
Maintain a positive work environment to ensure that client satisfaction is the utmost priority |
|
|
Continually investigate and introduce process improvement measures and present suggestions to the Call Center Vice President for consideration |
| |
| Job Requirements: |
|
|
Bachelor’s degree preferably a business- or technology-related major; Master’s degree is ideal; extensive, directly-related experience may be considered in lieu of education |
|
|
Minimum of 8 years of management experience with a minimum of 5 years in successfully managing the client services department of a large-scale call center |
|
|
Proven ability to work independently and oversee all aspects of client campaigns & projects |
|
|
Possess strong leadership, project management and problem analysis skills |
|
|
Demonstrated expertise and experience in people management, presentation skills, decision-making skills and commitment to service excellence |
|
|
Possess excellent communication, collaboration and relationship management skills with the proven ability to work in a matrix environment across functional lines |
|
Call Center - Client Services Manager
Code: CC-CS-Mgr |
|
| Job Description: |
|
| The Call Center Client Services Manager is a client facing service readiness manager and is responsible for driving planning and client communication. This position is the face and voice of the internal client groups. He/she is responsible for upstream phases of service readiness and change management associated with product, program, policy and process launches, updates, and changes. This position will report directly to the Call Center Client Services Director. |
|
| Job Responsibilities: |
|
|
Present organizational strategies and operational performance to Call Center Client Services Director |
|
|
Elicit and document client business requirements and ensure the operationalizing of those requirements |
|
|
Define, design and deliver client communication plan |
|
|
Eliminate systemic client dissatisifers and handle client escalations |
|
|
Develop monthly client newsletter |
|
|
Work with various management staff, cross-divisional groups and clients to ensure that accurate and timely information, resources, processes and communications are deployed to relevant staff and business units |
|
|
Review performance reports and documentation to determine nature and scope of reported problems and issues |
|
|
Meet or exceed goals, milestones and timelines on specific metrics and maintain regular reports respectively |
|
|
Maintain a positive work environment to ensure that client satisfaction is the utmost priority |
|
|
Continually investigate and introduce process improvement measures and present suggestions to Call Center Client Services Director for consideration |
|
| Job Requirements: |
|
|
Bachelor’s degree preferably a business- or technology-related major; extensive, directly-related experience may be considered in lieu of education |
|
|
Minimum of 5 years of management experience with a minimum of 3 years in successfully managing the client services department of a medium to large-scale call center |
|
|
Proven ability to navigate and manage change and to adapt to process and environment changes |
|
|
Possess strong leadership, project management and problem analysis skills |
|
|
Demonstrated expertise and experience in people management, presentation skills, decision-making skills and commitment to service excellence |
|
|
Possess excellent communication, collaboration and relationship management skills with the proven ability to work in a matrix environment across functional lines |
|
Call Center - Quality Assurance Director
Code: CC-QA-Dir |
|
| Job Description: |
|
| The Call Center Quality Assurance Director is responsible for the management, development and implementation of the quality assurance, quality monitoring and adjustments programs and provide business solutions that improve the overall quality, effectiveness and efficiency of the call center. This position will report directly to the Call Center Vice President and will serve as a member of the executive team. |
|
| Job Responsibilities: |
|
|
Provide strategic planning and goal setting by analyzing data from the quality assurance department to ensure customer satisfaction |
|
|
Analyze the existing call center-wide quality assurance, quality monitoring and adjustments programs to retain the effective support structure or create a new support structure to ensure the delivery of quality services to our clients and customers |
|
|
Identify the highest areas of risk in the service organization and determine a course of action for improvements |
|
|
Analyze data and create reports to ensure service breakage trends are immediately identified |
|
|
Develop a plan to implement best practices business strategies in the areas of quality assurance, quality monitoring and adjustments |
|
|
Direct and develop the department management and other staff to identify areas where process improvement and systems enhancements are necessary to increase productivity and improve the overall customer experience |
|
|
Create and administer divisional capital budget and expenditures. |
|
|
Continually investigate and introduce process improvement measures and present suggestions to the Call Center Vice President for consideration |
|
| Job Requirements: |
|
|
Bachelor’s degree preferably a business- or communications-related major; Master’s degree is ideal; extensive, directly-related experience may be considered in lieu of education |
|
|
Minimum of 8 years of management experience with a minimum of 5 years in successfully managing the quality assurance department of a large-scale call center |
|
|
Proven ability of attention to details |
|
|
Proven ability to work independently and oversee all aspects of quality assurance |
|
|
Possess strong leadership, project management and problem analysis skills |
|
|
Demonstrated expertise and experience in people management, presentation skills, decision-making skills and commitment to service excellence |
|
|
Possess excellent communication, collaboration and relationship management skills with the proven ability to work in a matrix environment across functional lines |
|
Call Center - Quality Assurance Manager
Code: CC-QA-Mgr |
|
| Job Description: |
|
| The Call Center Quality Assurance Manager will work with call center management to ensure that all telephone agents offer consistently outstanding service in all customer interactions through monitoring and coaching. He/she will also work with non-call areas of the company to ensure compliance of quality control standards and will demonstrate an ongoing commitment to quality principles. This position will report directly to the Call Center Quality Assurance Director. |
|
| Job Responsibilities: |
|
|
Create and continually calibrate QA checklists |
|
|
Create constructive coaching and feedback related to quality, procedures and regulatory guidelines |
|
|
Track and present coaching opportunities and feedback to communicate opportunities to provide superior customer service and sales techniques |
|
|
Document and report performance-related issues |
|
|
Create coaching and performance aids for agents |
|
|
Facilitate calibration sessions with clients and business user management |
|
|
Analyze daily, weekly, monthly data to ensure service breakage trends are immediately identified |
|
|
Design detailed quality assessment/standards reports, and distribute to business user management |
|
|
Keep management informed of overall quality assessments and training opportunities |
|
| Job Requirements: |
|
|
Bachelor’s degree preferably a business- or communications-related major; extensive, directly-related experience may be considered in lieu of education |
|
|
Minimum of 5 years of management experience with a minimum of 3 years in successfully managing the quality assurance department of a medium to large-scale call center |
|
|
Proven ability of attention to details |
|
|
Proven ability to concentrate and listen actively to live and recorded telephone calls |
|
|
Possess strong leadership, project management and problem analysis skills |
|
|
Demonstrated expertise and experience in people management, presentation skills, decision-making skills and commitment to service excellence |
|
|
Possess excellent communication, collaboration and relationship management skills with the proven ability to work in a matrix environment across functional lines |
|
Call Center - Training Director
Code: CC-TR-Dir |
|
| Job Description: |
|
| The Call Center Training Director will plan, initiate and manage training programs that further the development of staff and enhance overall performance. He/she will identify opportunities, collaborate with operations and client management teams, deliver instruction, drive continuous improvement, and track results. This position will report directly to the Call Center Vice President and will serve as a member of the executive team. |
|
| Job Responsibilities: |
|
|
Designing and develop training programs |
|
|
Provide strategic planning and goal setting by analyzing data from the training department to ensure customer satisfaction |
|
|
Analyze the existing call center-wide training materials and procedures to retain the effective support structure or create a new support structure to ensure the delivery of quality services to our clients and customers |
|
|
Analyze data and create reports to ensure service breakage trends are immediately identified |
|
|
Direct and develop the training management and other staff to identify areas where process improvement and systems enhancements are necessary to increase productivity and improve the overall customer experience |
|
|
Create and administer divisional capital budget and expenditures. |
|
|
Continually investigate and introduce process improvement measures and present suggestions to the Call Center Vice President for consideration |
|
|
| Job Requirements: |
|
|
Bachelor’s degree preferably a training-, development- or communications-related major; Master’s degree is ideal; extensive, directly-related experience may be considered in lieu of education |
|
|
Minimum of 8 years of management experience with a minimum of 5 years in successfully managing the training department of a large-scale call center |
|
|
Proven ability to design and develop training programs |
|
|
Proven ability to work independently and oversee all aspects of training and development |
|
|
Possess strong leadership, project management and problem analysis skills |
|
|
Demonstrated expertise and experience in people management, presentation skills, decision-making skills and commitment to service excellence |
|
|
Possess excellent communication, collaboration and relationship management skills with the proven ability to work in a matrix environment across functional lines |
|
Call Center - Technical Services Director
Code: CC-TS-Dir |
|
| Job Description: |
|
| The Call Center Technical Services Director requires the highest level of experience with call center technologies, implementations, department management, and effective communication with both senior level and operational management. This position will report directly to the Call Center Vice President and will serve as a member of the executive team. |
|
| Job Responsibilities: |
|
|
Provide tactical planning, evaluation and coordination of the information and technology systems |
|
|
Facilitate communication between staff, management, vendors, and other technology resources within the organization |
|
|
Monitor and ensure adherence to enterprise technology standards and best practices |
|
|
Manage IT Implementations group - responsible for IT project initiatives |
|
|
Collaborate with the operations department to create solutions for prospects and clients and work with the training and development department to coordinate and implement solutions |
|
|
Create and administer divisional capital budget and expenditures. Create purchase requisitions and supporting ROIs |
|
|
Direct and develop the department management and staff |
|
|
Assess and document risk management for each client and all technologies |
|
|
| Job Requirements: |
|
|
Bachelor’s degree preferably in Computer Science, Information Systems, or any technology-related major; Master’s degree is ideal; extensive, directly-related experience may be considered in lieu of education |
|
|
Minimum of 8 years of management experience with a minimum of 5 years in successfully managing the technical services department of a large-scale call center |
|
|
Proven work experience with telecommunications (including call center design, interactive voice response system and computer telephony integration) help desk, infrastructure design, data management, system management, and applications. |
|
|
Proven ability of strategic planning and execution of technical services |
|
|
Proven ability to work independently and oversee all aspects of technical services |
|
|
Proven ability to apply technology to improve the timeliness, accuracy, quality and cost effectiveness of information and services |
|
|
Proven ability to create and effectively use performance measurements to quantify and benchmark IT productivity, effectiveness, and customer service levels |
|
|
Proven ability to effectively direct and develop the management team of the technical services department |
|
|
Possess strong leadership, project management and problem analysis skills |
|
|
Demonstrated expertise and experience in people management, presentation skills, decision-making skills and commitment to service excellence |
|
|
Possess excellent communication, collaboration and relationship management skills with the proven ability to work in a matrix environment across functional lines |
|
Call Center - Human Resource Director
Code: CC-HR-Dir |
|
| Job Description: |
|
| The Call Center Human Resource Director is responsible for planning, directing and coordinating the human resource activities for this global corporation including compensation, recruitment, policy development, regulatory compliance, and organization development to maximize the strategic use of human capital resources. This position will report directly to the Call Center Vice President and will serve as a member of the executive team. |
|
| Job Responsibilities: |
|
|
Oversee and direct recruiting efforts |
|
|
Provide strategy for building skilled and effective team to effectively lead company growth |
|
|
Administer compensation, benefits and performance managements systems |
|
|
Direct and develop the department management and staff on organizational policy matters |
|
|
Develop, review and monitor policies and procedures for human resources department including, recruiting, training, record keeping, etc. |
|
|
Analyze and modify compensation and benefits policies to establish competitive programs and ensure compliance with legal requirements |
|
|
Oversee creation and implementation of new employee orientation, training, monitoring and performance platform |
|
|
Create and implement new employee orientation, training, monitoring, and performance platform |
|
|
Serve as a liaison between employees and their supervisors to ensure open lines of communication |
|
|
Oversee recruiting, screening, and interviewing program for potential candidates, to include strategizing and selection techniques, and ensuring that candidates are properly tested and investigated |
|
|
Manage maintenance of accurate job descriptions, which comply with the call center standards and general laws and regulations per position |
|
|
Periodically Review and maintain employee handbook and policies and procedures manual. Implement changes as necessary |
|
|
Develop and maintain general control methods, records, and files as required for effective personnel functions to ensure compliance with applicable provisions of laws |
|
|
Coordinate and/or participate with supervisors in disciplinary and/or termination proceedings |
|
| Job Requirements: |
|
|
Bachelor’s degree preferably in Human Resources; Master’s degree is ideal; extensive, directly-related experience may be considered in lieu of education |
|
|
Minimum of 8 years of management experience with a minimum of 5 years in successfully managing the human resources department of a large-scale call center |
|
|
Comprehensive understanding of human resources principles and employment law |
|
|
Proven ability to work independently and oversee all aspects of human resources |
|
|
Proven ability to effectively direct and develop the management team of the human resource department |
|
|
Possess strong leadership, project management and problem analysis skills |
|
|
Demonstrated expertise and experience in people management, presentation skills, decision-making skills and commitment to service excellence |
|
|
Possess excellent communication, collaboration and relationship management skills with the proven ability to work in a matrix environment across functional lines |
|
inquiry
