EGS Customer Care, Inc. Operations Manager in Santo Domingo, Dominican Republic

Job Summary

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.

Job Functions

  • 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.

Job Requirements

/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):/

· None

/Licenses and/or Certifications:/

· None

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