Call Center Manager

Job Description

• Set and meet performance targets; participate with the upper management in designing performance key metrics and KPIs [All Lines].
• Plan to improve, develop and drive achieving the financial and non-financial objectives and frequently follow up the achievements with staff.
• Pro-actively monitor service delivery to prevent revenue erosion realized from penalties or other items.
• Optimize service offerings and implement initiatives to drive to consistent service delivery and portfolio growth throughout the assigned account meeting and exceeding objectives.
• Follows the implementation approach for any new scope or change of scope required by the client.
• Maintaining an updated practice of COPC approaches and standards and follow up on the implementation to successfully meet the PST expectations.
• Constantly update the service manual for assigned project and present this to the client for approval.
• Set the operational objective for the assigned project (Account Advisors – Team Leaders & Account Managers).
• Communicates with Call Center clients concerning the business / operational results.
• Applies operational, qualitative, and business analysis of project operational processes.
• Updates constantly service manual for assigned project and presents this to the client for approval.
• Oversee all the activities of own team to ensure high-performance levels and efficient implementation.
• Responsible for the professional development of own team and ensure it is aligned with the organizational career progression and succession plans.
• Responsible for setting the team objectives in correlation with the department objectives, provide coaching and action plans required to achieve objectives.