Overview:

Ensures the profitability of the account/s / program/s by making certain that client KPIs, goals, and targets are met.  Ensures that company-set ratios for staffing are maintained for smooth operations of the program/s, and that the manpower complement is sufficient for the forecasted call volume.  Ensures that everyone within the program strictly abides by Company and Client policies and procedures.  Recognizes and rewards top performers while carrying out disciplinary action / consequence management for non-performers.

Required skills + qualities (technical):

• Bachelor’s Degree in any course, preferably Business or Business Management.

• Two (2) to three (3) years Call Center Operations, Customer Service, Business Process Outsourcing, or Telecommunications experience in an Asst. Managerial or Managerial capacity.

• Proficient in call center operations and organization required.  

• Prior knowledge of client-specifics preferred.  

• Proficiency with MS Office applications (i.e. MS Word, Excel, PowerPoint, etc...) and other call center-specific software / systems (i.e. CMS/IEX, Baleen, Blue Pumpkin, etc...).

Required skills + qualities (technical):

• Client relations. Leadership and people-management skills.  

• Project management skills.  

• Excellent oral and written English communication skills with professional communication skills both verbal and written business correspondence; planning, organizing and coordination skills

• Adaptive to changing work schedules and working hours.  

• Active listening skills.  

• Operates with minimal supervision.  

• Customer orientation.  

• Time Management and Multitasking skills.  

• Detail-oriented, Analytical, Problem-Solving and Decision-Making skills.  

• Presentation Skills.