Production Call Center Manager

Overall management of assigned department or team including successful implementation of department/team goals and projects. Directs and manages assigned personnel including hiring, terminations, performance reviews, salary reviews and corrective actions. Achieve and maintain profitability, productivity, and quality standards for department.

DUTIES:

•    Plan, coordinate, and manage daily activities and staff of department.

•    Hire and control staffing including team building and employee coaching.

•    Establish work standards, assign schedules, review staff work, direct training and interpret policies, procedures, and goals to subordinates.

•    Evaluate and develop staff.

•    Develop and install department and client programs, procedures and practices.

•    Recommend and develop new operational and strategic ideas for the department.

•    Monitor and direct setup, design, and development of programs, systems, and client applications as applicable.

•    Study workflow to assure greatest efficiency and high level of quality and make recommendations for improvement as appropriate.

•    Maintain awareness of technological advances and new technologies as related to department.

•    Oversee implementation of new programs and processes in department.

•    Train staff on department and client programs and new and existing technologies.

•    Prepare and present client, department, and productivity reports as required.

•    Provide account activity status to multiple levels within and outside the company.

•    Resolve employee relations issues or submit unresolved issues to Human Resources.

•    Establish and control productivity and quality standards. 

•    Assist in development and completion of department goals. 

•    Ensure preparation and implementation of individual client programs and takes appropriate action for client satisfaction.

•    Provide solutions to client issues through communications with internal and external clients.

•    Oversee accurate and timely preparation of time cards and assure all billing is captured.

•    Attend meetings as required.

•    Ensures a strong commitment to quality and adheres to all ISO 9001 related standards.

•    Complies with all safety policies and reports any safety issues immediately to a manager.

•    Displays behavior and judgment that consistently upholds Hibbert ACT values.

•    All other duties/ responsibilities as deemed appropriate by management

SKILLS:

•    Proven success in evaluating processes, workflow, equipment, and recommending and implementing change.

•    Background in or understanding of fulfillment or marketing services.

•    Solid project management skills.

•    Effective conflict management skills.

•    Excellent interpersonal and communication skills.

•    Strong prioritization and organizational skills.

•    Experience in Microsoft Windows environment including Word, Excel, and Access.

•    Must demonstrate working proficiency of the English language

•    Can effectively communicate with, but not limited to, English speaking employees/other business contacts (contractors, customers, vendors, etc).

•    Successfully comprehends business materials written in English ( job assignments, instructions, etc)

·  Ability to learn cGMP requirements as it relates to their role -- required prior to working on cGMP service lines.

·  Ability to learn PDMA requirements as it relates to their role -- required prior to working on Prescription Drug service lines.

QUALIFICATIONS:

High School Diploma/ GED required.  Bachelors degree preferred.

Moderate to heavy lifting of 25 to 75 lbs. 

EXPERIENCE:

Four years management experience. Four years related departmental and industry experience

This description reflects in general terms the type and level(s) of work performed. It is not intended to be all-inclusive.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law