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Manager Contact Center - Omaha NE
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Ammar Khan
Apr 11, 2018, 2:30:36 PM4/11/18
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Job Description:
Primarily responsible for the implementation of department strategies and meeting internal and external SLA.
Managing a team of supervisors, team leaders, and agents.
Managing and supervising the daily activities of the contact center.
Produce shift reports, analyze and discuss with senior management.
Generating and analyzing resource productivity reports .
Liaising with supervisors, team leaders, and agents to gather information and resolve issues.
Reviewing the performance of staff, identifying training needs and planning training sessions.
Monitoring random calls to improve quality, minimize errors and track operative performance.
Responsible for resource allocation, including shift patterns and the number of staff required to meet demand.
Periodically review the effectiveness of the services and make recommendations for improvements to senior managers.
Develops and maintains strong working relationships with other operational departments to ensure high customer satisfaction.
Interact with clients to share product/service updates, feedback sharing, new campaign launching etc.
Provide counseling to supervisors on staff performance.
Reviews, investigates, manages and resolves any and all escalated customer and/or agent issues that cannot be handled by the supervisors.
Manages appropriate work-load balance across the teams.
Calibrates and balances assignments to accommodate and account for volume spikes, absences, training, etc.
Reviews and escalates any anomalies based upon analysis of report data.
Responsible for information security tasks within own work scope.
Any task assigned by the management.
We are looking for:
Minimum Education: BBA/BBA-IT or MBA/MBA-IT
Required Experience: 6+ yrs experience in call center industry, including 1 to 3 yrs experience at AM/TL position/ AM position.
Skills:
Excellent English communication skills both verbal and written.
Good interpersonal skills.
Good IT skills such as proficient in MS Office.
Excellent Customer Services orientation.
Must have the ability to drive projects to completion.
Must be able to create and analyze reports in order to manage service quality and productivity in an effective and efficient manner.
Possess strong leadership skills including the ability to lead multiple teams, use decision making skills when required.
Good team management skills.
Please share resume at "ajav...@i2cinc.com"
Primarily responsible for the implementation of department strategies and meeting internal and external SLA.
Managing a team of supervisors, team leaders, and agents.
Managing and supervising the daily activities of the contact center.
Produce shift reports, analyze and discuss with senior management.
Generating and analyzing resource productivity reports .
Liaising with supervisors, team leaders, and agents to gather information and resolve issues.
Reviewing the performance of staff, identifying training needs and planning training sessions.
Monitoring random calls to improve quality, minimize errors and track operative performance.
Responsible for resource allocation, including shift patterns and the number of staff required to meet demand.
Periodically review the effectiveness of the services and make recommendations for improvements to senior managers.
Develops and maintains strong working relationships with other operational departments to ensure high customer satisfaction.
Interact with clients to share product/service updates, feedback sharing, new campaign launching etc.
Provide counseling to supervisors on staff performance.
Reviews, investigates, manages and resolves any and all escalated customer and/or agent issues that cannot be handled by the supervisors.
Manages appropriate work-load balance across the teams.
Calibrates and balances assignments to accommodate and account for volume spikes, absences, training, etc.
Reviews and escalates any anomalies based upon analysis of report data.
Responsible for information security tasks within own work scope.
Any task assigned by the management.
We are looking for:
Minimum Education: BBA/BBA-IT or MBA/MBA-IT
Required Experience: 6+ yrs experience in call center industry, including 1 to 3 yrs experience at AM/TL position/ AM position.
Skills:
Excellent English communication skills both verbal and written.
Good interpersonal skills.
Good IT skills such as proficient in MS Office.
Excellent Customer Services orientation.
Must have the ability to drive projects to completion.
Must be able to create and analyze reports in order to manage service quality and productivity in an effective and efficient manner.
Possess strong leadership skills including the ability to lead multiple teams, use decision making skills when required.
Good team management skills.
Please share resume at "ajav...@i2cinc.com"
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