Job Description
Are you a senior call center manager with multi-site international experience? Do you enjoy the fun and critical aspects of managing call centers? Yes? Our client in Texarkana is looking for a metrics and improvement driven call center manager!
Objective:
A successful candidate for this senior role will understand all aspects of leading a multi-site inbound call center program. They will have proven leadership skills, be well networked in the Call Center industry and will be a strategic thinker and problem solver. Strong negotiation and presentation skills are a must, along with strong verbal and written communication skills. The candidate who is most suited to this role will be inspiring, results oriented, fun to work with, comfortable with distractions and have experience in all aspects of call center leadership: IT & Telephony, Staffing - Recruiting, Hiring, Training, Retaining, Scheduling, Pay Incentive Programs. International experience would be an advantage.
Essential Functions and Responsibilities:
Manages and leads client relationship
Provide leadership to onshore and offshore call centers teams responsible for managing this global call center program.
Develop and direct the management of our Call Centers to ensure customer satisfaction as well as internal operational efficiencies.
Implement processes and systems that will generate higher productivity and revenues.
Strategic planning and execution to enhance profitability, productivity, and efficiency throughout the account's operations.
Interact regularly with executive team and individual department heads to ensure that account's operational priorities are aligned with total company direction.
Collaborate with other members of management to identify and implement process improvements.
Works with Command Center to forecast volumes of calls and staffing requirements across locations using a Workforce Management Tool.
Leads team of supervisors responsible for monitoring performance of call center agents.
Works closely with Quality/Training department
Responsible for financial achievements including budget attainment, margin management and contract management
Job Requirements
Qualifications and Requirements:
Minimum 8 - 10 years of work experience in a senior managerial role for a call center environment.
Experience with IT & Telephony, Staffing, Hiring, Training, Retaining and Scheduling
Strong leadership skills combined with effective people management abilities.
Effective verbal and written communication and interpersonal skills.
Excellent analytical and process management skills.
A strong problem solver with decision making abilities.
Working knowledge of Microsoft Office, Word, Excel, and Powerpoint.
Ability to work with diverse operating groups to ensure high quality service to customers
Location: Texarkana, TX
Type: DIRECT
Duration: Direct
Pay Rate: DOE
Contact:
Volt Technical Resources
Austin023999@volt.com
Volt Workforce Solutions
12007 Research Blvd., Suite 103
Austin, TX 78759
PH: 512/219-6070
FX: 512/219-6059
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