Organizes and directs the day-to-day activities related to the operation of the Call Center. Responsible for managing, training & guiding call center supervisors in performing their duties. Conducts effective resource planning to maximize the productivity of resources (people, technology etc.). Collects and analyze call-center statistics
Responsibilities:
- Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; productivity, quality, and customer service standards; and contributing information and analysis to organizational strategic plans and reviews.
- Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; and managing system, process improvement, and quality assurance programs.
- Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; and enforcing policies and procedures.
- Drives improvements in overall service levels, transactional efficiencies, and cost management.
- Provides leadership to frontline Supervisors, ensuring operational and coaching practices are implemented and updated as needed to drive performance results and employee development.
- Identifies creative ways to reduce costs by streamlining processes and systems (e.g., modifying responsibilities, consolidating tasks, eliminating non–value-added activities, or re-engineering processes and systems).
- Drives continuous improvement through trend reporting, data analysis, and metrics management.
- Offers new ideas and suggestions for improvement.
- Identifies and implements new practices and processes that are considered best in class.
- Demonstrates a strong commitment to customer service by anticipating, meeting, and exceeding expectations; resolving issues quickly and effectively; and prioritizing customer needs.
- Confers with the reporting manager on complex or unusual situations.
- Exchanges knowledge and information with other iQor facilities to ensure best practices are shared across the organization.
- Ensures 100% adherence to all company policies and procedures (including Security, Health, Safety, and Quality).
- Maintains discretion and confidentiality regarding systems, data, and proprietary information, whether internal or customer-specific.
- Interprets a variety of instructions furnished in written, oral, diagram, or schedule form.
- Understands and supports the business and call center operations strategic direction.
- Performs other duties as assigned.
Skills Requirements:
- 5+ years of call center experience in collections, sales, customer service, and/or technical support.
- 2+ years of experience managing supervisors.
Education Requirements: High school diploma, G.E.D., Trade/Vocational School certificate or equivalent required.
