Organizes and directs the day-to-day activities related to the operation of the Call Center. Responsible for managing, training & guiding call center supervisors in performing their duties. Conducts effective resource planning to maximize the productivity of resources (people, technology etc.). Collects and analyze call-center statistics
Responsibilities: Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; productivity, quality, and customer service standards; and contributing information and analysis to organizational strategic plans and reviews. Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; and managing system, process improvement, and quality assurance programs. Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; and enforcing policies and procedures. Drives improvements in overall service levels, transactional efficiencies, and cost management. Provides leadership to frontline Supervisors, ensuring operational and coaching practices are implemented and updated as needed to drive performance results and employee development. Identifies creative ways to reduce costs by streamlining processes and systems (e.g., modifying responsibilities, consolidating tasks, eliminating non–value-added activities, or re-engineering processes and systems). Drives continuous improvement through trend reporting, data analysis, and metrics management. Offers new ideas and suggestions for improvement. Identifies and implements new practices and processes that are considered best in class. Demonstrates a strong commitment to customer service by anticipating, meeting, and exceeding expectations; resolving issues quickly and effectively; and prioritizing customer needs. Confers with the reporting manager on complex or unusual situations. Exchanges knowledge and information with other i Qor facilities to ensure best practices are shared across the organization. Ensures 100% adherence to all company policies and procedures (including Security, Health, Safety, and Quality). Maintains discretion and confidentiality regarding systems, data, and proprietary information, whether internal or customer-specific. Interprets a variety of instructions furnished in written, oral, diagram, or schedule form. Understands and supports the business and call center operations strategic direction. Performs other duties as assigned.
Skills Requirements: 5+ years of call center experience in collections, sales, customer service, and/or technical support. 2+ years of experience managing supervisors.
Education Requirements: High school diploma, G. E. D., Trade/Vocational School certificate or equivalent required.