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Reporting to the Site Director, this position is responsible for the day to day operational activities of a large call center or several small call centers. The incumbent is responsible for service delivery execution including achieving contractual center performance metrics and assisting with annual budget preparation and managing financial resources. The incumbent develops and analyzes reports for operational and efficiencies to ensure we meet the client’s services standards as well as contractual obligations. Operation Managers report to the incumbent and the incumbent is responsible for the hiring, development, and performance management for direct reports. Incumbent is responsible for managing COPC/ISO standards.
Analyzes operational practices for effectiveness and practicality;
Formulates ongoing standards, processes and solutions to capitalize organizational learning and continuous improvement;
Facilitates and assists in the ongoing development of employee satisfaction initiatives;
Ensures operations delivery of client requirements as per contractual agreement;
Directs and monitors adequate staffing levels to meet quality and budget standards;
Assists in defining and establishing ongoing performance measures for center personnel;
Meets shrinkage and budgetary requirements for staffing and expenditures;
Assists Director to establish center budgets;
Liaise with client regarding day-to-day center activities;
Promotes positive employee relations;
Monitors client expectations and insures effective communications to center employees;
Identifies performance and expectation gaps and facilitates resolution;
Assists Client Services support to identify possible new business opportunities;
Identifies operating opportunities for continuous improvement and efficiencies;
Facilitates operational achievement of ISO/COPC site requirements;
Defines, clarifies and communicates key performance and quality measures for business units and direct report personnel;
Implements performance standards and measures for direct reports aligned with corporate objectives, client needs and business plan.ESSENTIAL QUALIFICATIONS
University or College education or equivalent experience; In depth understanding of Call Center operating principles, metrics, methods and systems gained through experience.
Experience / Skill:
Minimum 5 to 8 years relevant Operations / Call Center / Service experience in progressive roles with 3 - 5 years in management experience; demonstrated experience analyzing and resolving customer service and client issues.
Demonstrated leadership and management experience in a call center environment in a Ecommerce, Social Media, or Digital marketing background
Job Knowledge—Knows, understands and appropriately applies the technical /soft skills, methods and processes required for the position. Able to learn, retain and apply information to the job. Keeps current with new and/or updated program information, trends and developments in field.
Results Orientation—Able to achieve high goals and/or standards. The degree of commitment to achieving measurable results by goal setting and implementing effective work methods. Determined, ambitious and entrepreneurial, and has a ready ability to seize new opportunities.
Decision Making—Exercises good judgment by making sound and well-informed decisions based upon a mixture of analysis, knowledge and experience, perceives the impact and implications of decisions, makes effective and timely decisions, is proactive and achievement oriented.
Developing Others—Recognizes and monitors employee and departmental growth and performance. Identifies and addresses staff training needs. Exercises coaching skills for improving performance and resolving personnel issues.
Leadership—Inspires, motivates, and guides others toward goal accomplishment. Consistently develops and sustains cooperative working relationships. Encourages and facilitates cooperation within the organization and with customer groups; fosters commitment, team spirit, pride and trust. Skilled at building rapport.
Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.