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.
MAIN RESPONSIBILITIES / DUTIES
SCOPE & COMPLEXITY
Responsible for immediate supervision to semi-skilled employees and / or non-exempt employees
Typically supervises clerical and / or manufacturing staff
Responsible for monitoring the daily operations of units or sub-units
Interacts daily with subordinates and / or functional peer groups.
Works on issues of limited scope
Receives predetermined work assignments that are subject to a moderate level of control and review.
Follows established practices and procedures in analyzing situations or data from which answers can be readily obtained.
Requires full knowledge of own area of functional responsibility.
Portion of time is normally spent performing individual tasks related to the unit or sub unit
Learns to use professional concepts
Applies company policies and procedures to resolve routine issues
This is an entry level position
Normally Receives detailed instructions on all work.
LEADERSHIP & CONTRIBUTION
Accomplishes results through management of semi-skilled employees and / or non-exempt employees
Directs subordinates to complete assignments using established guidelines, procedures and policies
Interaction normally involves exchange or presentation of factual information
Provides guidance to subordinates within the latitude according to established policies and direct management guidance
Administers company policies affecting subordinates
Establishes practices which ensure there are no delays in schedules
EDUCATION AND EXPERIENCE
Normally requires a Bachelor Degree from a four-year college or university
Typically, less than one year of directly related experience
May develop at this level for 2-4 year
Bilingual (Fluent English and Spanish)