About this role
Enforce daily service objective performance goal of 95% - 100%Enforce development of supervisor team to including establishing performance expectations, training, coaching, and performance appraisals.Ensure performance goals and met to pre-established expectations.Manage and monitor project start-up, assessing needs, design and development.Implement innovative approaches to maximize efficiency and profitability.Oversee and review the daily IT process to ensure that results are reported accurately.Monitor and report on project and program resultsMaintain effective levels of communication at all levels of all pertinent information, to include corporate and/or client objectives, performance outcomes and expectations, etc.Oversee efforts to address problems related to program performanceDevelop and manage all support staff working with Operations.Ensure Quality Assurance feedback is obtained by all telephone representatives for training and quality improvement purposes.Administer performance appraisals and corrective action as required Minimum Education and Experience:
Bachelor’s degree required or related equivalent experience.Extensive experience in project management and operations management in a customer service or call center environment.Knowledge, Skills and Abilities:
Client advocates with strong customer service skills.Excellent interpersonal skills.Ability to manage numerous programs requiring attention to detail.Flexibility and versatility in problem analysis and resolution.Ability to communicate across functional lines particularly as regards database development.Demonstrated knowledge of interviewing and selection process.Frequent sedentary work performed in a climate-controlled call center environment; Occasional work is performed standing.
We look forward to receiving your application!All your information will be kept confidential according to EEO guidelines.