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 the 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 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. Qualifications : 2 or more years of managing supervisors' experience in a BPO / Call Center Company (Required) 5 or more years of call center experience in collections / sales / customer service / technical support.
High school diploma, G.E.D., Trade / Vocational School certificate or equivalent required.