Contact Center Manager

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The Contact Center Manager is responsible for coaching and supervising a group of Managers and/or Team Leaders. This position is responsible for building and maintaining client relationships, meeting service-level agreements, and achieving financial expectations.

Responsibilities:
• Maintain and grow the revenue of program(s); responsible for profitability including revenue, margins, billing, seat utilization, and retention.
• Ensures the program has proficient training, staff development, and effective employee relation/recognition programs.
• Selecting, training, developing, and managing the performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements.
• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance.
• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed.
• Ensure that the operations/production is in compliance with active contracts
• Oversee client relationships; facilitate open communications, understand client perspectives/expectations, and monitor client satisfaction
• Partnering with Business Development to leverage and expand new business from the client(s)
• Conduct regular one-on-ones with direct reports to review individual performance, and the performance of their teams and offer ongoing developmental support.
• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
• Participate in cross-functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, and partner to define action plans that resolve issues and drive continuous improvement
• Maintain relationships with strategic vendors in order to facilitate open communications, understand changing technologies and stay abreast of industry trends.
• Participate in opportunity review calls for new business and facilitate site visits from potential clients, keep up to date through trade shows, industry events, and related activities
• Host Business reviews on regular basis, communicate the overall objectives within common reports (service reports and Operational Efficiency Reports), and ensure that customer, operational, and capacity requirements are addressed
• Hold periodic meetings with all functional leaders and direct reports reviewing site operations, needs, and upcoming events.

Qualifications:
• Bachelor’s Degree preferred with more than five(5) years of BPO/KPO/IT experience or with two or four years of Progressive Management Experience.
• Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish specific goals
• Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback
• Demonstrated ability to implement Change; the flexibility to quickly adapt to changing business needs
• Work well under pressure and follow through on items to completion while maintaining a professional demeanor
• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
• Proven ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
• Demonstrated ability to mentor, coach, and provide direction to a team of employees
• Demonstrated ability to take initiative and ownership with a focus on continuous improvement
• Demonstrated ability to foster customer service disposition and sense of professionalism for self and team
• Willingness to work a flexible schedule

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