Manages and directs call center employees to ensure revenue, service, and client satisfaction goals are met. Is also responsible for managing client relationship on a day-to-day basis. Has overall responsibility for most aspects of call center operations, including but not limited to Supervisor and Agent performance, outbound dialer management, and development of team members. Will be responsible for all aspects of Account Management and Development for the client's account which are managed by a Senior Director and will assist the relationship with the client. This role will have responsibility for client retention and satisfaction margin enhancement. Will work closely with the Account Manager and Regional Vice President to ensure delivery/service level agreements are consistently met or exceeded for the client. Additionally, will be responsible to ensure transfer of client information to other Startek business groups as needed and will work with those groups to manage contractual/commercial issues. Travel to various locations (as needed) for this position.
Tracks and reports performance of individual employees, supervisors, and groups as a whole at the site or client level.
Audits and observes supervisors to ensure coaching is effectively provided and documented.
Demonstrates leadership abilities with business units using appropriate influencing and consensus building skills to manage expectations and cultivate relationships.
Demonstrates leadership of Mobile business or has had cable and wireless program management experiences, and successfully managed programs with upsell and revenue generation.
Ensures call volume forecasted is met on an hourly, daily, weekly, and monthly basis.
Ensures client KPI's are met or exceeded.
Ensures that support ratios are at goal.
Measures, reports and communicates revenue and service level goal attainment on a daily, weekly, and monthly basis for individuals, groups and the call center overall.
Encourages site participation and participates and plans community activities.
Ensures accurate and timely communication of client issues to and from the teams.
Trains and mentors direct reports to ensure efficient operations.
Participates in team meetings, joint calls, and client call monitor sessions.
Ensure on-going maintenance and upkeep of assigned call center.
Ensures maximum productivity by maximizing on-phone time for all specialists to include acceptable non-productive levels.
Manages profit and loss activity of site-specific teams.
Coordinates assigned contact center projects
Provides support and resource backup to SR Operations Manager.
Manages various processes through other departments. Will need to drive objectives by managing internal and external relationships and establishing themselves as the point person within the operations process.
Responsible for invoice management, generation and reconciliation.
Coordinate all client related travel and presentations. Ex. QBR, New Site Proposal, etc
Client point of contact for account project management functions. Ex. New Lob Ramps, New Call Center Ramps, etc
Assures that all departments and managers are working in operational efficiency while achieving strategic objectives of the organization.
Responsible for creation and upkeep of new/current MSA/SOW. Ensure that Startek is meeting clients contractual
Eighteen (18) Months to Three (3) years related experience is required.
At least one (1) year of experience in a client facing role is required.
Previous mobile or cable and wireless management experience.
Previous sales program experience is strongly preferred.