Directly manage a group of managers within the organization.
Formulating, approving, and implementing organizational policies, programs, and other internal campaigns.
Providing guidance to direct reports, typically comprising first-line managers and team lead.
Provide escalation help for representatives including taking manager calls from customers.
Act as a point of contact for the office and escalating issues to higher management, building representatives, IT or external suppliers as appropriate.
Creating a detailed action plan by mapping out the necessary steps and organizing them into a logical pattern.
Determining measurable organizational goals and defining ways to achieve them.
Setting explicit guidelines for decision-making and crisis management.
Communicating the organization’s direction and vision to employees.
Conduct quarterly performance reviews with direct reports.
Provide statistical and performance feedback and coaching on a regular basis to each team manager.
Be available for employees that experience work and / or personal problems providing appropriate coaching, counseling, direction and resolution.
Ensure employees have appropriate training and other resources to perform their jobs.
Respond to and resolve employee relations issues expressed by team members; create and maintain a high quality work environment so team members are motivated to perform at their highest level.
Determining how resources should be distributed, ensuring the right amount of work is assigned to the right number of people within the right department(s).
Identifying problems and deficiencies, ensuring necessary corrective measures are implemented.
Address disciplinary and / or performance problems according to company policy.
Performs other duties as assigned
Must have 7+ years of managerial experience in a call center environment
Preferred with AUSTRALIA / NEW ZEALAND financial accounts experience
Ability to apply concepts and organize work
Must possess procedure driven judgment to find the best solution in an issue
Strong communication skills (written and oral)