Demonstrates leadership abilities with business units using appropriate influencing and consensus building skills to manage expectations and cultivate relationships.
Ensures KPI's are met or exceeded.
Measures, reports and communicates revenue and service level goal attainment on a daily, weekly, and monthly basis for individuals, groups and the call center overall.
Ensures accurate and timely communication of client issues.
Trains and mentors direct reports to ensure efficient operations.
Participates in team meetings, joint calls, and client call monitor sessions.
Manages profit and loss activity of team.
Manages various processes through other departments. Will need to drive objectives by managing internal and external relationships and establishing themselves as the point person within the operations process.
Client point of contact for account project management functions. Ex. New Business Ramps
Assures that all departments and managers are working in operational efficiency while achieving strategic objectives of the organization.
Develop positive culture, coach and mentor sales team
Develop sales matrix for the team
Bachelor's Degree from a four year college or university or an equivalent combination of education or equivalent related experience is required
3+ years previous experience with call center service Industry is required.
Call Center Sales, technical support leadership or business development management preferred.
Proven experience in coaching and developing teams