Call Center Operations Manager - Call (972)580-0355
Volt Workforce Solutions (Albuquerque, New Mexico)

This job posting has expired.

You may wish to try a search for Call Center Operations Manager - Call (972)580-0355

Or visit the FlipDog home page
 

Description:
As a key member of the Management Team, this position is responsible for defining, driving and operationalizing the CCS strategic direction as it applies to the line of business. In concert with a collaborative approach to CCS business development, this position will be responsible and accountable for leading, directing, motivating, and growth facilitating the performance of line of business from a financial and statement of work perspective. Additionally, this position will ensure that adherence to policies and procedures are achieved while meeting all the contractual obligations and financial targets. DUTIES & RESPONSIBILITIES Financial / Operational Responsibilities: Responsible and accountable for all facets and success of assigned line of business (LOB). Oversee budgetary responsibilities including the entry, approval and accounting of contingent staff time. Work with VMC accounting on timeliness and accuracy of customer invoicing and the collection of clients' billings. As a key contributor, development, align and facilitate the execution of VMC business and financial plan as it pertains to assigned line of business. Manage day to day functions of VMC's service delivery team ensuring QA/Supervisors are in front of teams, performing reviews, coaching, mentoring, customer follow-up, etc. Analyze and incorporate customer feedback and statistical quality/quantity metrics into all areas of service delivery planning. Hold regular weekly meetings, bi-weekly manager 1:1's and impromptu request meetings Management of Contractual Deliverables: Responsible for ensuring the VMC LOB produces all contractual deliverables and assisting Supervisors to meet all service level objectives and client business objectives. Ensure that all email, correspondence and other official notifications that modify existing client agreements, schedules and SOW's (including SLO and SLA compliance) maintenance are communicated to VMC contract administration for incorporation into the approved change order process. Responsible for participating in the preparation, negotiation, and documentation of all projects' SOW, SLA's, and incentive/disincentive contractual obligations. Client Relationship Management Responsibilities: Responsible for strategic communication between client and VMC key client contacts to provide client feedback, address financial and service delivery challenges, and provide operational information as appropriate. Negotiate with LOB business owner and company resources to develop and communicate priorities, plans, re-sourcing, and timelines for client-requested and internally-driven initiatives. In coordination with VMC Client Services team and VMC finance, collaborate with clients to obtain information needed to develop service plans, and to develop new and improved service offerings. Proactively consult with client and internal VMC resources to identify opportunities to provide additional services and improve current service level offerings for end customers, in order to increase overall satisfaction, reduce costs, and reduce client risk. Serve as an escalation path to customer for issues as well as manage any "Executive Escalations". Prepare and perform VMC business / strategic reviews with client counterpart / VMC senior management. Work with peers to manage strategic business relationship with internal and customer counterparts. Successfully mange cross-organizational partnerships within each client engagement. Strategic Management Responsibilities: Participate in the development of new initiatives, policy, process, procedures, organizational structure, change management, and communications in order to meet client and VMC delivery expectations. Negotiate workable timelines with client and company personnel regarding change orders or new initiatives affecting each engagement. Reviews LOB operational reports, analyzing and identifying trends for VMC management review. Responds to clients' concerns and issues immediately. Assist Supervisors to meet all service level objectives and client business objectives. Reporting Responsibilities: In concert with VMC Client Solutions, PMO, and CCS Global Shared Services, ensure development and delivery of required operational report for client and internal operations. Document and retain records of all meetings and conversations with internal personnel and clients. Provide feedback to VMC management on LOB progress toward meeting clients' requirements and contractual metrics on a monthly basis. Other Key Responsibilities: Manages the assigned LOB in a manner consistent to VMC's goal, values, and objectives. Provides leadership by creating LOB clear vision of quality based values, being a visible role model, and emphasizing quality in all aspects of the business. As a VMC manager, partner with Human Resources, Contingent Staffing ER Resource, and Training to develop strategies and policies for recruiting, training, hiring, and compensation. Consult with Human Resources for disciplinary and discharge matters. Prepares development plans for LOB staff and self, utilizing a variety of academic, and experiential learning opportunities. Prepares succession plan for direct reports and key service delivery staff. Represents VMC's CCS division through associations, governmental and external networks including seminars, committees, conferences and industry engagements. Generates sales leads and collaboratively works with the Business Development staff Performs other duties as required
Volt is an Equal Opportunity Employer.

Requirements:
Experience: 3-5 years of high volume consumer customer service/line of business in a management position, preferably in a contact center / support operations environment. Additional experience in any of: Client relationship management, project management, customer service/sales, marketing, or public relations. Previously managed 8-12 direct reports in a diversified fast paced environment; Previous budget and expense management experience required; Previously managed contact center / line of business financial help via metrics; Strong project management, analytical, and presentation skills a must. Proven ability to: Work in a fast paced environment and meet deadlines, work as a team and motivate a diversified group of employees and work with Microsoft Office products. Proven background in: Outsourcing, contact center management, and/or large scale team management; Demonstrating flexibility and adaptability to perform in a constantly changing environment; Demonstrating excellent communication, organizational, and interpersonal skills mandatory. Desired Competencies: Composure; Self confident; Teamwork oriented; Excellent written and verbal Communication skills. Bilingual in English and Spanish a bonus; Customer focused.

Location: Las Cruces , NM
Type: DIRECT
Duration: Direct
Pay Rate: 45,000.00 - 55,000.00 Annual DOE
Contact:
Volt Services Group Volt Workforce Solutions 6600 Campus Circle Dr., E, Ste. 550 Irving, TX 75063 PH: 972/518-2500 FX: 972/550-1211