OSITION OVERVIEW: Manages and directs call center employees to ensure revenue, service, and client satisfaction goals are met. Has overall responsibility for most aspects of call center operations.

Work is performed under minimal supervision. Normally receives no instructions on routine work and general instructions on new assignments. Generally, work is evaluated upon completion to ensure objectives have been met. Work assignments are complex in nature where judgment is required in resolving problems and making recommendations. Applies extensive knowledge of the job, and company policies and principles to complete a wide range of tasks. Comprehensive understanding of the general and technical aspects of the job.

Job Duties and Expectations :
• Responsible for tracking and reporting on individual employees, Team Supervisors, and overall performance of cluster.
• Ensures call volume forecasted is met on a hourly, daily, weekly, and monthly basis.
• Measures, reports and communicates revenue and service level goal attainment on a daily, weekly, and monthly basis for assigned call center.
• Measures, reports and communicates individual and group performance on an hourly, daily, weekly, and monthly basis for assigned call center.
• Ensures accurate and timely communication of client issues to and from the teams.
• Trains and develops direct reports to ensure efficient operations.
• Participates in weekly team meetings, client/corporate calls, weekly performance team meetings, and client call monitor sessions.
• Responsible for the on-going maintenance and upkeep of assigned call center.
• Coordinates assigned Call Center projects.
• Provides support and resource backup to Operations Manager II.
• Ensures maximum productivity by maximizing on-phone time for all CCRs to include acceptable non-productive levels.
• Manages profit and loss activity of site-specific teams. Understands the big picture and how individual performance efforts call center overall performance.
• Interfaces with other departments within the company as needed.
• Reviews and issues approval of performance evaluations for call center.
• Innovates ideas and processes to maximize call center operations.
• Evaluates general working conditions on all platforms to ensure productive and safe working conditions.
• Acts as client contact in the absence of Site Director.


Required Skills:
Experience:
Two (2) to four (4) years related experience required. Minimum of one (1) year supervisory/management experience. Bachelors degree (BA/BS) from a four-year college or university or equivalent combination of education and related experience.

Any previous call center experiences a plus!




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