Job Summary:
Maintain operational proficiencies of a department by managing the delivery of support services and operational requirements of the customer as outlined in assigned contract. Ensure customer contractual goals are achieved while providing the Team Supervisors and staff with operational support. Maintain the business profitability to the gross margin level.
Manage the staffing needs through recruitment activities with HR. Plan and manage the development of the staff’s skill sets to ensure team skill readiness for service delivery. Provide leadership for our Team Supervisors to guide them in managing the daily operations. Act as a resource for clarification of company policies; ensure consistency within the team through ensuring coaching and mentoring, one-on-ones, and performance reviews. Implement necessary disciplinary actions.
Duties and Responsibilities:
Lead team members, foster their professional development and growth, and promote teamwork and cooperation.
Ensure that the productivity goals for the team are met, including service level/utilization and customer satisfaction. Manage the operational requirements of the customer on a daily basis. Monitors call volume, call quality and manage telephone coverage to effectively support customers and forecasted call volumes.
Review information received from all data sources. Review and take appropriate action. Team with local Operations Planning group to evaluate staffing needs and make adjustments to meet changing demands. Work closely with planning team to identify issues, trends and gaps in scheduling.
Manage labor and non-labor costs to ensure business profitability to the contribution margin level. Ensures compliance and achievements as defined in the annual budget.
Provide leadership and guidance to Team Supervisors with support in administering company policies and standards. Ensure that standards and practices are consistently maintained within and between each team.
Act as an escalation point for employee relations and customer issues where the Team Supervisor assesses the need for additional support. Conflict management and problem resolution for both types of situations.
Resolve personnel issues in a professional and timely manner. Implement all disciplinary actions in accordance with company policy and ensure consistency. Identify and develop departmental procedures and standards and assure compliance.
Provide leadership by maintaining an awareness of industry standards and sharing information with the department.
Maintain open communication with all personnel. Act as a resource for answering questions, resolving product and policy questions.
Prepare and process annual performance appraisals of direct reports on time. Manage the appraisal process within the team ensuring reviews are processed on time. Establish or maintain achievable goals to effectively increase the technical, communication, and customer service skills of both the Team Supervisor’s and Agent’s. Provide guidance for successful career pathing.
Conduct monthly one-on-ones with each direct report to ensure policy and procedure understanding and compliance, ensure quality call handling, and productivity levels. Act as a resource for staff professional development and work to ensure expected quality and productivity levels.
Conduct Team Meetings with direct reports to ensure expedient communication of relevant information and as an open forum for input from team.
Complete bi-weekly payroll for direct reports.
Work with other departments and colleagues to ensure effective working relationships across the organization.
Stay current on internal work processes, policies and procedures.
Responsible for preparing and delivering Business Reviews to clients.
Maintaining relationships with Business Directors and clients.
Responsible for understanding and complying with all company and team policies and procedures.
Other duties as assigned.
Requirements:
Fluent in English
Skill in providing an exceptional customer experience.
Skill in verbal and written communication to analyze, interpret and address customer needs.
Knowledge of contact services industry.
Able to manage multiple projects and tasks effectively.
Knowledge of PC applications.
Excellent problem solving experience and decision making abilities.
Ability to interact effectively with all levels of management and customers.
Ability to work with minimal guidance or supervision in a time critical environment.
Ability to be flexible and quickly adapt to changing business needs and processes.
Ability to motivate and mentor team, presenting new opportunities and challenges for additional development to achieve desired results.
Effective management skills that demonstrate the ability to balance business goals and results with staff developmental needs. Specific examples of staff development through skill development programs a plus.
7+ years of management experience in a technical service or service delivery environment.
A bachelor degree in Computer Science, MIS, or Business
Equivalent education or experience may be substituted for any of the above.
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