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Sr. Operations Manager, Contact Center Services
Concentrix Corporation
Auburn Hills, MI, United States
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Responsible for the operation of a single call center or business segment. May oversee operating systems including technology and facilities, policies, procedures, and operating structure. Implements product/service standards. Analyzes operations and efficiency of the call center. Primary responsibilities are related to implementing strategies in a call center operation
Responsibilities:
• Defines, clarifies and communicates client specifications, needs and changes
• Manages potential conflict areas between operations execution and client requirements through problem identification and resolution
• Liaises with and funnels information to company functional departments on client progress
• Ensures billing packages are correct (input correct, data captured and assimilated)
• Explores and implements cost reduction strategies through operational and technical solution
• Maximizes revenue opportunities within daily operation and program
• Analyzes and assesses business growth drivers and profit leverage points
• May assist with initial information gathering for new and existing business proposals
• Monitors and safeguards reporting accuracy and detail (operations performance, data integrity, quality)
• Serves as product knowledge expert for client and business generalist for company
• Researches competitor information for feedback to Client / Concentrix
• Responsible to motivate, performance manage, and develop Team Leaders
• Works closely with HR department to ensure proper recruiting and company policies are understood and effectively performed.
Essential Qualifications:
• College Graduate preferable with concentration in Business
• Minimum of 5 years Management experience in a Call / Contact Center Environment
• Proficient in the use of Outlook, Excel, PowerPoint, (Microsoft Office Products)
• Proven Strong Leadership and People Management Skills
• Excellent verbal and written communications
• Quickly Adapt to change
• Flexible work schedule
• Strong Metric Management Skills and Analysis
• Experience leading large inbound technical support teams
• Previous automotive market experience is a plus