EGS Customer Care, Inc. Operations Manager in Santo Domingo, Dominican Republic
Performs difficult management level work overseeing broad aspects of a client program(s) at call center facility. Exercises broad oversight over 50 – 250 subordinate personnel.
- Daily Program Operations Management
· Staff Development, Mentoring
Daily Progress Reporting
Budget and Fiscal Management of Program
· Quality Assurance/Process Improvement
Key Job Responsibilities
· Enforce daily service objective performance goal of 95% - 100%
· Enforce development of supervisor team to including establishing performance expectations, training, coaching, and performance appraisals.
· Ensure performance goals and met to pre-established expectations.
· Manage and monitor project start-up, assessing needs, design and development.
· Implement innovative approaches to maximize efficiency and profitability.
· Oversee and review the daily IT process to ensure that results are reported accurately.
· Monitor and report on project and program results
· Maintain effective levels of communication at all levels of all pertinent information, to include corporate and/or client objectives, performance outcomes and expectations, etc.
· Oversee efforts to address problems related to program performance
· Develop and manage all support staff working with Operations.
· Ensure Quality Assurance feedback is obtained by all telephone representatives for training and quality improvement purposes.
· Administer performance appraisals and corrective action as required.
/Minimum Education and Experience:/
· Bachelor’s degree required or related equivalent experience.
· Extensive experience in project management and operations management in a customer service or call center environment.
/Preferred (not required):/
/Licenses and/or Certifications:/
Knowledge, Skills and Abilities:
· Client advocates with strong customer service skills.
· Excellent interpersonal skills.
· Ability to manage numerous programs requiring attention to detail.
· Flexibility and versatility in problem analysis and resolution.
· Ability to communicate across functional lines particularly as regards database development.
· Demonstrated knowledge of interviewing and selection process.
Job: *Call Center
Title: Operations Manager
Location: Dominican Republic-Santo Domingo-Santo Domingo
Requisition ID: 121078