Responsibilities:

• Manage day to day contact center & BPO operations.
• Hiring, training, coaching, and leading teams as they provide support for customers.
• Plan staffing based on call volume trends. Makes corrections if needed.
• Transition new projects.
• Handle multiple projects in fast paced environment.
• Build review decks & lead meetings with internal or external stakeholders.
• Build strong relationship with internal & external stakeholders.
• Ensuring that all client issues are resolved in a timely manner and that clients are satisfied with the service they receive.
• Build strong team culture. Keep team members motivated.
• Lead meetings with team members to discuss team performance and work plans for upcoming months.
• Monitoring employee performance to ensure that they are meeting goals and upholding company standards.
• Conduct performance reviews for the teams.
• Taking on other tasks or projects to support employees, other managers, and BPO operations.

Job Details

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