This role is responsible for leading, managing and holding the Call Center Management team accountable. This person will ensure the Call Center meets and exceeds its goals, leads in the organization, works closely with other Team Leaders as well as Senior Leadership and ensuring that Call Center initiatives are in alignment with the other teams and with the stated company vision. This person will be a vital person on the executive team and will be participating in both short-term and long-term strategies.
Essential Duties:
- Develop and direct the management of SLC performance including workforce planning, KPIs, one call resolution, statistical analysis and reporting. Ensure that all work is completed on time, meeting quality standards and within performance metrics and budgets.
- Actively manage customer and franchisee satisfaction through analysis of customer feedback, scrutiny of performance metrics and improvement of customer service systems and processes.
- Develop and direct the Client Services team in the onboarding, day-to-day management. Evaluate program performance and make recommendations related to products, services, program features and benefits, etc. Lead business and partnership reviews and the contract renewal processes.
- Continuously work to expand contacts with key client executives and maintain strong post-engagement relationships introducing new opportunities accordingly.
- Consistently manage client and franchisee expectations, ensure delivery of the highest quality service, and solicit and act on client and franchisee feedback.
- Develop and direct the management of Vendor Relations performance including the evaluation of Tier 1 vendors, negotiation and review of vendor agreements, develop service vendor standards and scorecards.
- Participate in the assessment of new programs and business opportunities. Participate in RFPs and other proposals.
- Evaluate competitive marketplace and product offerings and drive changes to existing programs while implementing new offerings.
- Maintain an in-depth understanding and continual analysis of the service of our competitors in the market.
- Implement improved processes and management methods to generate higher ROI and workflow optimization.
- Work with the IT department to ensure that all operational systems are continuously evaluated for proper operation, relevance and utilization. Work with information technology to ensure there is a consistent road map for enhancing or replacing existing programs to improve cost, quality and delivery.
- Interact regularly with executive team and individual department heads to ensure that Companyâs operational priorities are aligned with total company direction.
- Continually investigate and introduce process improvement measures and presents suggestions to President for consideration.
- Strategic planning and execution to enhance profitability, productivity and efficiency throughout the companyâs operations.
- Improve the operational systems, process policies in support of organizational mission. Specifically support better management reporting, information flow and business process and organization.
- Play a significant role in long-term planning, including initiatives geared toward operational excellence. Establish and implement departmental goals, procedures and policies.
- Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision.
- Maintain accurate, detailed and timely performance documentation for all team associates. Work with human resource activities such as determining staffing requirements, interviewing, hiring and training new employees.
- Attend industry related conferences and tradeshows.
Supervisory Responsibility:
- Contact Center manager, Training Manager, Workforce manager, Vendor relationships
Travel:
- Less than 10%
Our mission is to Move the World. It starts with you!
Benefits include a competitive starting salary, Health, Dental, Vision, 401k, PTO programs and the opportunity to work in a Fun, Enthusiastic Team environment!
Do you think you can WOW our clients? Apply today!
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