Responsibilities:

• Function as a key member of the management team to provide value-added service to client companies
• Work closely with colleagues from Operations and Corporate to successfully meet client needs and complete various projects
• Be flexible and open to managing varied work situations and support multiple projects
• Apply performance improvement tools and techniques for process improvements
• Directly interface with client on a daily basis to develop and sustain business processes and practices that result in number one rankings and sustained client relationships
• Provide specific guidance to managers, employees and other staff to ensure that the focus is correctand the work is accomplished on time, within budget and meets or exceeds the highest quality standards
• Manage work in such a way that results in number one performance for the client
• Customer satisfaction – interact with internal and external clients to ensure continuous customer satisfaction
• Oversee staff to insure accurate and timely tactical processes
• Perform other related duties and projects as assigned

Qualifications:

• More than 5 years related work experience
• Demonstrate experience and expertise within the BPO call center industry
• Track record of success and career progression in call center management

Competencies and Requirements / Minimum Skills Requirement

• Change management skills to develop critical people-based processes
• Track record of leadership roles on specific projects
• Possess broad business knowledge. Technical skills should support an understanding of business issues and the specific impact of technology upon people and processes
• Proficiency in Microsoft Excel, Word and Power Point and other related applications
• Flexible in dealing with frequent and erratic clients