Descripción de la Oferta

Summary Description:
* Responsible for ensuring branch profitability, productivity, efficient operations, and successful achievement of corporate goals and objectives.
* Directly responsible for the successful execution of project implementation, quality control, employee development, processes, and call center solutions.
* Responsible for employee evaluations, quality control programs, payroll, billing, and account profitability.

Organizational Relationships:
* Reports directly to the VP of Operations
*Direct reports: Call Center Supervisors, Call Center Agents, Training Supervisor, Billing and Collections Supervisor, Quality Assurance Monitors.

Scope of Responsibilities:
* Provide leadership and guidance for your call center
* Effectively manage call center budgets and operational expenses
* Assist agents in successfully achieving their goals/objectives
* Successfully achieve corporate goals and strategic objectives

Essential Functions:
* Manage costs and company related expenses
* Interface with all departments company wide
* Help maintain excellence and high call center standards
* Manage call center budget
* Conduct performance reviews for direct reports
* Maintain corporate customer satisfaction programs
* Requires some travel to other offices
* Manage our monitoring and quality programs
* Maintain payroll and employee tracking systems

Training:
* Training of new agents
* Maintain an ongoing training program that includes cross training across the entire operation
* Coordinate new account training and new client onboarding

Qualifications:
* Call center or answering service experience is helpful
* Experience with scheduling for 24/7/365 operation
* Excellent communication, presentation, and administrative skills with exceptional interpersonal skills
* Demonstrated ability to lead the activities of employees operating across a variety of shifts, and strong team orientation
* Management skills necessary to effectuate change and fuel the implementation of strategic planning over cross-functional areas

*** Resumes in Spanish will not be considered ***

Experiencia Requerida

Lenguajes