Descripción de la Oferta

Requirements
• Proven experience as call center manager or similar position
• Experience in customer service is required
• Knowledge of performance evaluation and customer service metrics
• Solid understanding of reporting and budgeting procedures
• Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
• Proficient in MS Office and call center equipment/software programs
• Outstanding communication and interpersonal skills
• Excellent organizational and leadership skills with a problem-solving ability
• Positive and patient
• High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated
• Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus

Job Responsibilities:
• Develop objectives for the call center’s day-to-day activities
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
• Assume responsibility of budgeting and tracking expenses on assign programs when requested
• Hire, coach and provide training to personnel to maintain high customer service standards
• Monitor and improve ordering, telephone handling and other procedures
• Evaluate performance with key metrics (accuracy, call-waiting time etc.)
• Prepare reports for different departments or upper management
• Coordinate and manage operations ensuring strategic guidelines, policies and targets are being met
• Review working practices and policies in support of operational goals to ascertain if they are successful and if not, formulate alternatives
• Responsible for the development and execution of operational plans
• Effectively manage the operational levers that impact financial performance such as attendance, average hourly rate, billing yield, headcount, and attrition in
order to optimize revenue
• Effectively manage labor pool to ensure alignment with projected revenue and demand
• Partner with Client and Business Unit to drive real and competitive value to our clients’ Talent Development
• Mentor and coach all professional-level personnel within aligned programs
• Motivate, and lead teams dedicated to providing operational excellence for Knoah clients
• Effectively communicate policy and procedure to assigned teams and provide feedback regarding operations
• Project Planning, coordination and execution on new business/opportunities
• Collaborate with Workforce Management, Facilities, and other resource units to ensure optimization of resources, Service Level Agreement Reporting, and the
Performance Management process reporting
• Partner with Business Development/ Client Services teams to drive performance and client satisfaction
• Collaborate with leadership to develop both short and long-term business strategies for the assigned programs
• Collaborate with Business Development and Executive teams as assigned by upper management
• Fulfill any additional duties at the request of upper management

Experiencia Requerida

Educación Superior

Lenguajes