In this role, you will work with Technology, Property Management, and Facilities Management service providers to continuously refine key performance metrics and SLAs to ensure companys needs are being met.
The manager of a call center is responsible for the daily running and management of the center through the effective use of resources. They will be expected to manage the work force in a positive, open communication environment.
In this role, you will be responsible for contributing to improved process or operational policies, developing consistent standards and work methodologies and recommending changes to products and services to ensure clients and participants are satisfied.
In this role, the selected candidate will be responsible for building and maintaining camaraderie amongst center associates, while ensuring all teammates drive collectively toward financial center goals.
The position is responsible for driving and maintaining elevated performance and profitability through execution of contact center projects in the areas of productivity enhancements, customer service enhancements and process improvement efforts.
In this role, the selected candidate provides oversight of staff, with input on selection, counseling, appraisals and recognition; recommending salary, promotional, disciplinary, termination, and other personnel actions.
In this role, you will work closely with the Sr Branch Services Program Manager and Customer Care Center Manager. The selected candidate will work with IT to develop a call center architecture that will support multiple customers and a mix of disparate technologies.