See more job openings in Business Process Outsourcing
CLIENT
US-based training company with a team in Manila that provides critical back office support to our global network of over 26 industry training portals that service over 4 million clients worldwide.
JOB DESCRIPTION
• Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients,
• Responsible for development and administration of annual department budget to attain business goals with operational stability,
• Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development,
• Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance,
• Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center,
• Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision,
• Coordinate analytic, strategic and technical resources to meet client expectations and insure satisfaction,
• Manage and expand client and coworker relationships,
• Find and close new revenue opportunities within the existing client base,
• Oversee the support teams like HR, IT and Facilities
JOB QUALIFICATION
• Minimum 5 years of Call Center/Contact Center management experience,
• Effective leadership and analytical skills including working knowledge of P&L, staffing models, scheduling, and telecom opportunities,
• Exceptional ability to develop and manage results-oriented recruiting and training programs,
• Measurable experience in managing and growing profitable satisfied accounts and/or relevant account management experience,
• Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations,
• Strong negotiation, interpersonal, written and oral communications skills
ACTIVE DATES
July 16 – September 30, 2018
