About this opportunity
Oversees the activities of an internal call center that provides operational / business process support to internal and external customers for company products and services.
Ensures quality service and operational performance within the parameters of program and delivery standards. Analyzes operational processes, establishes escalation procedures, and oversees training needs assessments to identify opportunities for service delivery improvements.
Responsible for employee staffing and ensuring program training, including product knowledge, proper language / communication training and support of overall service requirements.
Duties may also include contract negotiations, customer account relationship management and financial results (call center profit and loss responsibility).
Selects, develops, and evaluates personnel to ensure the efficient operation of the function. In this role, you will Be responsible for handling technical and analytical requirements that involves decision making processes to address and resolve customer needs.
Be setting goals for performance and deadlines in ways that comply with company’s plans and vision Organize workflow and ensuring that employees understand their duties or delegated tasks Be monitoring employee productivity and providing constructive feedback and coaching Identify and applies career advancement opportunities for direct reports Manage projects In this role, you’ll need Requires a Bachelor Degree from a four-year college or university At least one year of directly related experience (people management) Advanced English Proficiency