About this role
Oversees all aspects of team member training and development related to new programs and client needsWorks with senior leadership to identify and select appropriate center location based on all available factors and data.Project / manage all aspects of the start up of new client programs or centers.Ensure all company policies and procedures are adhered to at the new centers. This includes promoting a healthy start-up work environment with honesty, integrity, and respect for all employees.Develop, maintain and improve launch team project plans to ensure timely and effective center openings.Manages all financial and budgeting responsibilities of operational support division.Oversees performance and quality standard reviews to ensure outcomes meet clients expectations.Troubleshoots and creates action plans to quickly and effectively address problems.Identifies process improvement opportunities to drive efficiencies through the launch operation.Monitors all key metrics in support of meeting/exceeding initiative objectives.
Minimum Education and Experience:
Bachelors degree from an accredited university or college with major course work in business, marketing, communications, retail management or equivalent work experienceExtensive experience (10+ years) in management and operations management in a customer service or call center environment.
Licenses and/or Certifications:
Project Management Professional (PMP) certification from the Project Management Institute (PMI)
Knowledge, Skills and Abilities:
Strong organizational and project planning skills.Client advocate with strong customer service skills.Ability to manage project teams and multiple programs requiring attention to detail.Flexibility and versatility in problem analysis and resolution.Ability to communicate across functional lines.Ability to analyze and interpret qualitative and quantitative dataExcellent interpersonal, written and oral communications and organizational skills.
Work Environment:
- Limited international travel
· - Work performed in a climate-controlled call center environment or corporate office
Physical Demands:
Travel We look forward to receiving your application!All your information will be kept confidential according to EEO guidelines.