This role is responsible for leading, managing and holding the Call Center Management team accountable. This person will ensure the Call Center meets and exceeds its goals, leads in the organization, works closely with other Team Leaders as well as Senior Leadership and ensuring that Call Center initiatives are in alignment with the other teams and with the stated company vision. This person will be a vital person on the executive team and will be participating in both shortterm and longterm strategies.
Essential Duties
Develop and direct the management of SISA performance including workforce planning, KPIs, onecall resolution, statistical analysis, and reporting.
Ensure that all work is completed on time, meeting quality standards and within performance metrics and budgets.
Actively manage customer satisfaction through analysis of customer feedback, scrutiny of performance metrics and improvement of customer service systems and processes.
Develop and direct the Client Services team in the onboarding, daytoday management. Evaluate program performance and make recommendations related to products, services, program features, and benefits, etc. Lead business and partnership reviews and the contract renewal processes.
Continuously work to expand contacts with key client executives and maintain strong postengagement relationships introducing new opportunities accordingly.
Consistently manage client expectations, ensure delivery of the highest quality service, and solicit and act on client feedback.
Develop and direct the management of Vendor Relations performance including the evaluation of Tier 1 vendors, negotiation and review of vendor agreements, develop service vendor standards and scorecards.
Participate in the assessment of new programs and business opportunities. Participate in RFPs and other proposals.
Evaluate competitive marketplace and product offerings and drive changes to existing programs while implementing new offerings.
Maintain an indepth understanding and continual analysis of the service of our competitors in the market.
Implement improved processes and management methods to generate higher ROI and workflow optimization.
Work with the IT department to ensure that all operating systems are continuously evaluated for proper operation, relevance and utilization. Work with information technology to ensure there is a consistent road map for enhancing or replacing existing programs to improve cost, quality, and delivery.
Interact regularly with the executive team and individual department heads to ensure that the Companys operational priorities are aligned with total company direction.
Continually investigate and introduce process improvement measures and presents suggestions to the President for consideration.
Strategic planning and execution to enhance profitability, productivity, and efficiency throughout the companys operations.
Improve the operational systems, process policies in support of the organizational mission. Specifically support better management reporting, information flow, and business process and organization.
Play a significant role in longterm planning, including initiatives geared toward operational excellence. Develop and maintain an effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision.
Maintain accurate, detailed and timely performance documentation for all team associates. Work with human resource activities such as determining staffing requirements, interviewing, hiring and training new employees.
Attend industryrelated conferences and tradeshows.
Supervisory Responsibility
Call Center Manager, Training Manager, Workforce Manager, Vendor relationships. QA supervisor
Travel
Less than 20
Valid US Traveling Visa required
