Contact Center Manager

POSITION PURPOSE This individual is responsible for client relationship and serving as a change agent for the development and implementation of major process improvement ideas.

The individual will also demonstrate excellent analytical skills, high accuracy, attention to detail, and will contribute to a positive team atmosphere. Responsibilities will specifically be focused on maintaining client relationships, gathering and analyzing data to evaluate current business practices and providing solutions to client satisfaction, reducing costs, improving revenue and productivity. This individual will also be responsible for explaining and defending any proposed changes to the current system.

POSITION QUALIFICATIONS AND JOB DUTIES QUALIFICATIONS AND EDUCATION REQUIREMENTS :

1. Bachelor’s degree in business management or other related field or equivalent work experience.

2. Should have 10 years experience in the Education industry. Prior experience with Pearson, CompTia or any other major education players.

3. Proficient in MS : Word, Excel, and PowerPoint. SAP experience is a plus.

JOB DUTIES :

• Build and manage excellent business relationships with clients as well as internal groups, peers and senior management
• Responsible for creating avenues for account growth through alignment with client vision and objectives (responsible for hard targets on growth)
• Present HCLTech in various leadership forums
• Provide direction and oversight to project teams to design and implement solutions that meet applicable business requirements.
• Measure process improvement benefits after changes are implemented.
• Develop and execute improvement action plans.
• Able and willing to work necessary hours to meet all project deadlines, travel when necessary.
• Ability to travel as needed for business

Other Duties- Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.

Duties, responsibilities and activities may change at any time with or without notice.

CORE COMPETENCIES

1. Strategic Thinking – Plans and makes both long-term and day-to-day decisions within the framework of the organization’s strategic intent.

2. Leadership – Positively changes opinions and actions of others in a desired direction by providing peers and subordinates with vision and inspiration and mobilizing them to fulfill it. Encourages subordinates to adapt positively to change, engage in worthwhile objectives, face, define, and solve problems. Inspires and motivates others to perform well, effectively influences actions and opinions of others, inspires respect and trust, and displays passion and optimism. Gives appropriate recognition to others, accepts feedback from others, presents information in a persuasive manner, and clarifies information in order to gain understanding and buy-in.

3. Develop Relationships – Builds and maintains relationships that incorporate cooperation, trust, and respect by devoting the appropriate time and energy to facilitate business transactions. Relates to others while building credibility and rapport, communicates in an honest and straightforward manner, and maintains networks.

4. Project Management - Coordinates projects by developing project plans, communicating changes and progress, completing projects on time and budget, and managing project team activities.

5. Attention to Detail – Completes work in a thorough and complete manner, provides detailed information, and tracks details at all times.

6. Active Communications (Verbal, Written, Listening Skills) – Clearly expresses ideas, information, and concerns both verbally and in written format in both positive and negative situations. Demonstrates group presentation skills, presents information and numerical data effectively, and actively participates in meetings.

7. Diligence –Perseveres in accomplishing tasks or objectives and maintains a sense of urgency about getting results.

8. Innovation - Displays original thinking and creativity, meets challenges with resourcefulness, generates suggestions for improving work, and effectively presents ideas and information.

9. Organizing & Planning – Plans, organizes and effectively manages to maximize efficiency and productivity. Sets goals and objectives, prioritizes and plans work activities, identifies specific action steps and resources, anticipates problems and develops contingency plans.

10. Responsiveness – Takes action to meet the needs of others, responds timely without supervision, and minimizes delays.

11. Problem Solving & Decision Making– Able to identify problems, solve them, and show good judgment by isolating causes from symptoms, gathering information from a variety of sources, compiling information and solutions, involving others as appropriate, readily committing to action, and making decisions that reflect sound judgment in a timely manner.

12. Professionalism - Upholds organizational values, demonstrates sound business ethics, works with integrity and ethically in all situations. Accepts responsibility for actions, reacts well under pressure, follows through on commitments, and demonstrates consistency between words and actions.

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and / or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies : medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.