Job Description

Responsibilities
Responsible for managing call center operations activities including day-to-day operations, training and quality for one or more accounts / programs / LOB's that contribute to the acquisition, satisfaction and retention of client contracts/agreements
Ensures achievement of service levels, key performance indicators, business objectives and financial targets stipulated by the primary client in conjunction with FPS through active coordination with various Operations and Support teams (i.e. Quality, Training, Human Resources, I.T., etc.)
Establishes policies, procedures, product and service standards to ensure quality and efficiency as well as compliance with regulations and company policy
Partner with site leadership to ensure compliance with operational governance and business strategy including performance management, incentive management, coaching effectiveness and employee retention
Strong time management, organizational, problem solving and analytical skills with proven ability to turn findings into executable plans to meet business objectives
Strong communication skills and demonstrated experiences as a collaborator who has built successful relationships and influenced across the business lines to drive results
Facilitator and developer of high performing team members to meet or exceed business goals and/or objectives, while fostering a team atmosphere Manages budget and financial goals
Manages the program efficiently and effectively and adds value to the overall company growth and success
Adapt departmental plans and priorities to address business and operational challenges
Perform supervisory audits as necessary
Effectively sets performance targets of accounts, operations/team managers and regularly conducts reviews & appraisals
Constantly audits execution of key and primary performance-related actions, initiatives and efforts
Must have a very high confidence level in directly working through performance data, conduct thorough and deep-dive analysis, effectively communicate to all internal or client stakeholders
Must be able to put identify key requirements in terms of but not limited to quality parameters, training, continuous education, reporting, recruiting needs of the assigned programs and be able to effectively collaborate with the other key personnel/leaders in the organization.
Must possess exemplary and charismatic people skills. Has the ability to effectively cascade and discuss all forms of communication across the various levels in the organization, regardless of the nature of the message, directive, policy, etc. Qualifications
Minimum 10 years of experience in the call center industry 5 years at a managerial level
Proven track record in managing an operations team/s with a minimum of 200 FTEs primarily in a sales and customer service campaign
Has experience in setting up and implementing any dialer CRM provisioning for outbound campaigns - working through, developing and continuously evaluating effective contact strategies
Solid experience in scaling an operation over time, which includes recruitment & change management processes
Proven record of financial/business management, including management of multi-million dollar P&L
Humble but assertive pro-active solution-oriented problem-solving skills great coach
Objective and data oriented, exposure to concepts such as Six Sigma, LEAN (preferable)
Strong leadership and people management skills
Responsibilities

• Responsible for managing call center operations activities including day-to-day operations, training and quality for one or more accounts / programs / LOB's that contribute to the acquisition, satisfaction and retention of cli