Key Accountability Areas
- Leadership & Team Development: Hire, train, and coach a team of call center team leaders to ensure they effectively support and lead their own teams. Drive leadership within the team, fostering an environment of growth, accountability, and motivation. Guide team leaders through policies and procedures, providing answers to questions and setting expectations on performance and customer service standards.
- Operational Excellence: Collaborate with management to identify trends, set objectives, and implement call center goals. Monitor team leaders’ performance to ensure service levels are met, providing corrective guidance and support where needed.
- Performance Monitoring & Improvement: Analyze call center data and prepare reports to refine processes, optimize resource allocation, and enhance efficiency and customer satisfaction. Conduct periodic performance reviews with team leaders, offering feedback and support for continuous improvement.
- Stakeholder Communication: Oversee interactions with internal and external stakeholders, fostering productive relationships across departments to ensure high satisfaction.
- Governance and Resilience: Follow all relevant policies, procedures, and processes in order for the daily work to be carried out in a controlled and consistent manner.
- Daily Operations: Follow daily operations relating to the job to ensure work continuity.
QUALIFICATIONS/REQUIREMENTS
Knowledge and Experience:
- Minimum of 4 Years in Contact Center with 1 Year as a Supervisor/Assistant Manager.
- Proficiency with the necessary technology, including computers, software applications, phone systems.
- Strong coaching and leadership skills, ability to motivate employees.
- Strong Analytical Skills to be able to work with data and analyze trends and evaluate performance of the employees.
Education and Certifications:
- Bachelor's degree in Business or Computer Science.