Onsite Call Center Operations Manager

Job Summary

This is not a remote position. This role will require on-site presence at our call center in Harlingen, TX.

Flexible availability to include evenings and weekends is also required.

The onsite Call Center Operations Manager will be responsible for the following:

Manage the operations ensuring the results of the metrics set by the clients.

• Ensures Qualfon DSG complies with the performance metrics for client satisfaction and exceeding expectations:
• Performance Metrics (among others):

           - Scorecard (Client)
           - Quality
          - Adherence
          - Turn Times
          - Throughput

• Analyzes report statistics and arrival patterns to ensure adequate staffing to ensure established service levels are achieved
• FGD (Focus Group Discussions) to help identify and address concerns from all levels of employees on the account.

Manage the accounts at the operational level, ensuring the production, cost and financial results of the metrics set internally
- Ensures Qualfon DSG complies with the internal metrics:
- Manpower Utilization (Internal Productivity)
- Attrition
- Production (hours)
- Others
- Forecasts account revenue and spending and to align so that revenue and EBIT goals are being met
- Understands and maximizes impact on financial
performance of the operations department.
- Manages report of productivity in terms of hours
has produced vs. Paid hours
- Manages statistics on production (hours of
operation), operating costs
- Monitors and analyzes the internal metrics
related to the Productivity and Direct Costs,
indirect cost, all related to the Financial part
 

Active communication and direct point of contact with the Vendor Management Offices in the US

• Organizes and attends Conference Calls
• Uses electronic (E-mail, chat, SMS)
• Makes and oversees Operational Escalations
• Strategizes, operates, gives and receives feedback, and escalations.
• Provides updates as to the performance of the accounts.

Analysis of results and Action Plan creation

• Analyzes areas of opportunity based on results obtained in different operational stages at the strategic level and produce and implement action plans
• Identifies gaps
• Defines action Plans for improvement
• Develops and implements strategic action plans and workflow processes
• Brings concerns and suggestions for improvement to the ManCom in their weekly meetings and deliberations

Talent Development

• Identifies and develop key personnel
• Provides feedback & coaching in timely manners
• Identifies and recommends training
• Identifies gaps in leadership team and create training and development plans to fills gaps as necessary

Personnel management

• Follows up meetings
• Organizes the agenda
• Forecasts to department training needs to meet desired FTE
• Develops and implements programs that enhance employee motivation and maintain positive work environment
• Provides leadership for management initiatives to develop a good communication between its member to drive performance.

Area of expertise (Skills)

• At least 4 years’ experience in Call Center Back Office Operations and Production
• At least 2 to 4 years in prior call center managerial capacity overseeing supervisors as opposed to agents
• Prior sales and telecommunications experience is required

Education

EEO Statement

QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed servicemember status and any other characteristic protected under applicable federal, state or local law.

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