Senior Manager Operations - Call Center

Organizes and directs the day-to-day activities related to the operation of the Call Center, managing, training & guiding call center supervisors, and conducts effective resource planning to maximize the productivity of resources. Collects and analyze call-center statistics

Job Summary:

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 

KEY AND CRITICAL 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; 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; managing system and 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; enforcing policies and procedures. 
• Drive improvements in overall service levels, transactional efficiencies and cost management. 
• Provide leadership to front line Managers and Supervisors ensuring operational and coaching practices are implemented and updated as needed to drive performance results and employee development. 
• Identifies creative ways to reduce cost by streamlining processes and systems (i.e. modification of responsibilities or consolidation of tasks, elimination of non-value-added processes, or complete re-engineering of processes and systems). 
• Drives continuous improvement through trend reporting analysis and metrics management; and offers new ideas and suggestions for improvement.  
• Identifies and implements new practices and processes that are “best in field". 
• Demonstrates a commitment to customer service; anticipates, meets and exceeds expectations by solving problems quickly and effectively; making customer issues a priority. 
• Confers with reporting manager on complex or unusual situations. 
• Exchanges knowledge and information with other iQor facilities to ensure best practices are shared throughout the iQor organization.  
• Ensures 100% adherence to all company policies and procedures (i.e. Security, Health, Safety and Quality). 
• Maintains discretion and confidentiality in all areas pertaining to systems, data and proprietary information, whether internal to iQor or customer specific. 
• Interprets a variety of instructions furnished in written, oral, diagram or schedule form. 
• Understands and embraces the business and call center operations strategic direction.  
• Performs other duties as assigned 

KEY COMPETENCIES 

Knowledge & Experience 

• 5 or more years of experience in customer service/technical support/collections/sales and at least 2 years call center experience. 
• 2 or more years senior managerial experience 
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. 
• Ability to adhere to deadlines 
• Good interpersonal communication and organizational skills 
• Must possess good oral and written skills 
• Must be confidential and trustworthy 
• Proficient in Microsoft Office Suite (Intermediate Level in Microsoft Excel) 
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. 
• Good working knowledge of operational procedures and policies. 
• Strong project management, administrative management, and organizational skills. 
• Excellent leadership, good decision‐making skills and response to high‐pressure situations. 
• Ability to function as an effective team member. 
• Willingness to work flexible hours. 

Education/Accomplishments: 

• Bachelor’s degree in Business Administration, Project Management or related fields. 
• Post Graduate diploma or professional certificate in Business Administration or related fields. 
• Experience may be considered equivalent if experience demonstrated increased depth and breadth of responsibility. 

OTHER REQUIREMENTS: 

Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Speak, type and/or sit for extended periods of time.