Manager Operations - Call Center

Posting Date: Jun 27, 2019

Location: Santa Rosa, 40, PH

Company: iQor

Way to go iQorian! We’re excited you’ve decided to be considered for this new role and one step closer to advancing your career. Please read the information carefully. Should you have any questions please contact your local Recruiting manager.  Let’s get started! 

Summary

Organizes and directs the day-to-day activities related to the operation of the Call Center. Responsible for managing, training and 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_x000D_

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 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 nonvalue added processes, or complete reengineering of processes and systems).
  • Drives continuous improvement through trend reporting analysis and metrics management
  • 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 100percent 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.

Requirements

  • 5 or more years of call center experience in collections/sales/customer service/technical support.
  • 2 or more years of managing supervisors experience.

Education Requirement

High school diploma, G.E.D., Trade/Vocational School certificate or equivalent required.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Individual will be required to stand and walk or otherwise traverse in order to be accessible to the production floor for extended periods of time. The person in this position will be required to regularly exert at least 10 lbs. of force to push, pull or otherwise move objects and may be required to carry or lift objects up to 50 lbs. The worker is required to have close visual acuity to perform activities such as: preparing and analyzing data and/or documents; viewing a computer terminal; and/or visual inspection of products or machinery. The person in this position may need to occasionally sit, type, climb stairs, bend, reach, kneel, or twist for minimal periods of time. Employees should not attempt to lift, pull or push a load in excess of 50 lbs. without assistance. Care should always be taken when lifting, pushing or pulling in an awkward position.

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