Allgemeine Angaben

Ref Number

Req_00079252

Bewerbungsfrist

30-Jun-2022

Standort

McKinley

Land

Philippinen

Job Kategorien

Business Process Outsourcing

Work Style

On Site

Jobbeschreibung

Functional Responsibilities​

  • Supervises and oversees the day-to-day activities of Call Center Coordinators. Ensures that all CCCs are properly monitoring and accurately recording metrics of the different Operations accounts and enforcing the implementation of policies and procedures per account.
  • Drives for the optimal conduct of call center operations to meet service level agreements with Clients.
  • Performs intraday management analysis.  Analyzes and interprets day-end performance reports of the different accounts and translates information into action plans.  
  • Provides reports as required by Operations and Clients and submits them in a timely manner.
  • May be required to devise new processes, policies, and procedures to achieve better account performance, subsequently contributing to the attainment of service commitments to Clients
  • Coordinates with Operations Managers / Directors, Team Captains, and associates of related Support groups to discuss various concerns hindering / affecting the attainment of Client service commitments.  Keeps abreast of Operations updates that impact intraday management of accounts.  Ensures that Workforce, Operations accounts, and other Support groups are aligned with processes, policies, and procedures that may impact Operations
  • Conducts regular performance evaluations sessions with direct reports
  • Prepares payroll data of direct reports and ensures accuracy and completeness of document.

Zusätzliche Stellenbeschreibung

Position Summary


Supervises and oversees the day-to-day activities of Call Center Coordinators in making sure that the service commitments are met for all the company’s accounts.  Drives for the optimal conduct of call center operations to meet service level agreements with Clients.