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Job Description

Description:
Responsible for the strategic planning and execution of all Call Center operations. Core duties include management and leadership of processes for the continuous improvement of the customer experience. Tactical emphasis is on customer care, quality management, workforce, planning, coaching and training.

KEY FUNCTIONS AND DUTIES:
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.
Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance.
Develop and maintain effective organization of responsibility, including efficient training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision.
Coordinate analytical, strategic and technical resources to meet client expectations and ensure satisfaction.
Manage and expand client and coworker relationships.
Maintains and improves call center operations by monitoring systems performance; identifying and resolving problems; preparing and completing action plans and analyses; managing system and process improvement.
Develop and implement appropriate sales and marketing programs to meet current and future needs.
Coordinate activities across the network as they relate to Policy, Process and Procedural adherence to ensure consistency and standards are met
Evaluate and/or manage new initiatives and business opportunities from current and prospective customers if asked by senior management
Ensure alignment of site resources and activities are mapped on a project schedule; appropriately managed per the defined timelines and within budget constraints.

REQUIRED QUALIFICATIONS AND EXPERIENCE:
Bachelor of Science degree or higher
Minimum of 5 years of Call Center Management experience (at the Senior level)
Combination of Inbound and External Call Center experience preferred.

REQUIRED COMPETENCIES
Strong relationship building skills with the ability to effectively manage group and interpersonal conflict situations.
Demonstrated proficiency in Microsoft Office applications.
Strong negotiation, analytical, problem solving, time management interpersonal, written and oral communication skills.
Exceptional ability to develop and manage results oriented programs.
Ability to plan and coordinate activities effectively and demonstrate tact, confidentiality and professionalism in the execution of duties.
Hire, train, schedule and balance work load to maximize staff productivity and meet established SLAs & KPIs.

Must also be willing and available to work weekends, public holidays and beyond the usual work time as is deemed necessary in order to meet the demands of the position.

BENEFITS: Health and Life Insurance, vacation leave, sick leave, incentives.

Employer:
The Recruitment Xperts Ltd

Ref No:


Title:
Senior Manager

Date Added:
Monday, July 02, 2018 16:27:10

Job Type:
Full-time

Salary:


Industries:
Marketing
Sales
Telecommunications


Region:


Montego Bay and St James

Contact:
Human Resources Manager

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