Job Description / Requirements
Job Descriptipn
Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses
Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans
Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
Review performance of the team members and responsible for conducting training or development opportunities for them.
Administers Performance review, appraisal and regularization of his team leads/supervisors.
Contributing information and analysis to organizational strategic plans and reviews.
Oversee overall financial management, planning, systems and controls.
Meets call center financial objectives by estimating requirements; preparing an annual/Monthly budget; scheduling expenditures; analyzing variances; initiating corrective actions.
Invoicing to funding sources, including calculation of completed units of service
Supervise and coach team leads on a weekly/daily basis.
Initiates Weekly/Monthly/Quarterly Business reviews to identify the highlights and challenges of the Campaign in all aspects.
Qualifications
At least 5 years experience as a Manager within the BPO environment.
College Level/Graduate from a reputable Universality or college
Excellent computer skills and proficient in excel, word, outlook, powerpoint and access
Excellent communication skills both verbal and written
Demonstrated leadership and vision in managing staff groups and major projects or initiatives.
Excellent interpersonal skills and a collaborative management style.
Budget development and oversight experience
A demonstrated commitment to high professional ethical standards and a diverse workplace
Ability to challenge and debate issues of importance to the organization.
Ability to look at situations from several points of view
Persuasive with details and facts
Delegate responsibilities effectively
High comfort level working in a diverse environment
Possess a Positive Mental Attitude
Six SIGMA Certification is a plus
How to Apply
send your resume and cover letter to shannen@adessobrands.com