Providing an inspired sense of leadership to one or more large accounts consisting of teams of contact center agents, team leaders and managers. Providing significant contributions to activities related to customer acquisition, customer satisfaction, client relationship management, and program management. Ensuring operations and financial targets are met or surpassed e.g. balanced scorecard metrics and financial indicators such as EBITDA, profit and loss, gross margins etc. ? Providing an inspired sense of leadership. Maintaining high levels of morale and productivity through leading by example, mirroring the values, and creating an inspired sense of purpose by communicating our mission, vision and competencies. Establishing open communication about corporate performance, morale, rewards, incentives, succession planning with internal team members. Collaborating with other operations executives to anticipates the needs of the clients and act proactively on their requirements. Supporting business review presentations and implementing action plans resulting from these reviews. Acting as an operations prime: monitoring performance, and ensuring profitability and efficiency are maintained and / or improved for ourselves and our clients. Developing effective relationships with clients; serving as a key point of contact for escalations. Reporting issues or escalations to the executive team, as needed.
5-7 years large scale call center operations experience (300+ employees) Strong Workforce knowledge Managing, coaching, mentoring, and performance improvement skills Leading teams to meet aggressive KPI goals Works with a sense of urgency Solid background in Customer service (experience in a chat environment desired but not required) Strong verbal and written skills Project management skills; ability to multitask Work in fast pace environment Adapt and respond to change quickly Client interfacing Strong teamwork skills MS office proficiency (excel, word, power point. The pay for this position will be 55-60,000 Annually