What are the responsibilities and job description for the Call Center Operations Manager position at Qualfon?
This role will require on-site presence at our facility in Harlingen, TX.
This position will also require flexible availability to include evenings and weekends.
The Call Center Operations Manager will :
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 and 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
Analysis of results and Action Plan creation
Talent Development
Personnel management
Area of expertise (Skills) :
Other Skills and Experiences (Min) :
