Essential Functions / Core Responsibilities
Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable / non-billable hours, forecasting, budgeting, etc.)
Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements
Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
Create and maximize relationships with client partners
Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards;
define and implement any corrective actions needed to meet operational performance
Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.
and partner to define action plans that resolve issues and drive continuous improvement
Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements
Attend business reviews with the client
Handle a team of team leaders
Associate's Degree in related field with more than seven years of experience (with at least two years of Progressive Management Experience) preferred
Call center experience preferred
Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback
Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal
Work well under pressure and follow through on items to completion while maintaining professional demeanor
Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
Demonstrated ability to mentor, coach and provide direction to a team of employees
Willingness to work a flexible schedule
Career Framework Role
Manages professional employees and / or supervisors or supervises large, complex technical or business support or production operations team(s).
Is accountable for the performance and results of a team within own discipline or function. Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals.
Adapts departmental plans and priorities to resolve operational challenges. Decisions are guided by policies, procedures and business plan;
receives guidance from senior manager and / or director. Provides technical guidance to employees, colleagues and / or customers.
Has accountability for results in terms of costs, strategies and employees.