Basic Information
Ref Number
Last day to apply
Primary Location
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Job Type
Work Style
Description and Requirements
- 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 on 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 session with direct reports.
- Prepares payroll data of direct reports and ensures accuracy and completeness of document.
Additional Job Description
EEO Statement