call center manager

A multinational outsourcing company is hiring an experienced Call Center Manager for a USA mobile phone company project.

The Call Center Manager runs an individual call center unit and it is responsible for managing each project in the unit in order to achieve the objectives of financial and operational metrics.
It is responsible for managing the daily activities of the Department of Operations in compliance with the standards and internal operational procedures ensuring the achievement of key performance indicators, the creation and respecting of the staffing schedules, for guiding the team of coordinators and collaboration with other support departments.
It is present and actively participate in presentations and analysis in order to have a better approach and understanding of the Department of Operations and a better knowledge of the staff.

Driving Operational Excellence

• responsible for achieving team SLA’s (Service Level Agreement);
• understands and captures customer baseline data around SLAs and operational metrics transition;
• ensures daily reporting for productivity;
• manages daily work allocation;
• coordinates team schedule and leave planning;
• ensures adherence to break timings by their teams;
• conduct one on ones on monthly basis, quarterly, midyear and yearly appraisals;
• develops and maintains Incentive program for Team members.
  

Quality Assurance (QA) and Customer Satisfaction

• ensures quality targets laid out are met for the processes owned;
• provides feedback to each team member to ensure adherence to quality requirements;
• identifies areas for improvement in processes & informs the management to obtain approval to implement change;
  

HR Collaboration

• will provide to Human Resources Department the personnel requirement and profile description according with internal procedure
• will work with the Human Resources Department on getting the right people with the right skill sets for the job
  

Training

• ensures Training Needs Identification (TNI) is done regularly for all team members;
• ensures Training schedules are followed and delivered.
  

People Management

• ensures Reward /Recognition for top performers and significant contributors;
• motivates and builds the skills of the team;
• encourages and Drives Team activities ;
• builds relationships within his team;
• expands team members capability on KPI (Key Performance Indicators), metrics tracked for performance management.
  

Requirements

• experience between 3-5 years in similar roles in companies from the BPO / SSC Industry;
• very good English skills are mandatory.