Posted: Monday, November 6, 2017 7:43 AM
Job Description We are seeking a Call Center Account Manager to join our team that has the ability to manage operational activities for assigned client program(s) within company and client guidelines and policies. ROI Solutions is a Call Center Company that is growing and been established since 2008. Essential Duties & Responsibilities: Manage Team Leaders/Supervisors to ensure program(s) productivity, quality and customer satisfaction/client performance objectives are met and performed in an efficient manner. Communicate client and company goals and metrics with team members to deliver high level of customer service. Coach and develop direct reports to acquire and refine necessary job skills through constructive feedback, ongoing training, and other coaching techniques. Conduct regular performance reviews and one-one-one meetings with direct reports to evaluate performance against KPIs. Review operational reports on regular basis and develop and implement action plans to address deficiencies. Hold regular team meetings with direct reports to review previous day/week/month program performance and provide guidance regarding future performance in order to continuously improve results. Escalate issues appropriately and in real-time including, but not limited to, financial, performance, and human resources issues. Partner with the site leaders and human resources to execute strategic recruiting and employee engagement programs to attract and retain top performers. Ensure all positions are staffed appropriately to meet client requirements. Accountable for ensuring that all activities and initiatives meant to drive operational effectiveness are administered in a cost effective manner. Communicate client and company goals and metrics with team members to deliver high level of customer service. Collaborate with respective Operational Support Teams to train employees to meet Client demands Responsible for respective department’s overall performance and for motivating team to exceed department goals and objectives. Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties. Perform other duties as assigned by management. Qualifications: Education: Bachelor’s Degree in Business or other related major or equivalent relevant work experience preferred. Experience: 2 years leadership experience in a call center environment is required. Supervising teams of 15+ FTE’s is required; supervising teams of 50+ FTE’s and directly managing supervisory or professional level staff in a call center environment is strongly preferred. Prior management experience in a BPO call center environment is preferred. Knowledge, Skills, Abilities & Other Characteristics: Strong knowledge of contact center operations Basic understanding of financial reports and forecasting Ability to motivate and inspire a group of employees to achieve performance goals Ability to analyze processes and develop valid solutions to resolve issues at hand Ability to address all concerns in a consistent and fair manner Ability to interact with all levels of management and non-management personnel Ability to prioritize and organize work in a multitasking environment Ability to maintain the highest level of confidentiality Proficient personal computer skills including Microsoft Office Excellent interpersonal, written, and oral communication skills Excellent judgment, reasoning, and problem solving skills Work Environment Office/Contact Center Environment. Job Type: Full-time Company Description Careers Thank you for your interest in being part of the ROI Solutions team! ROI Solutions is one of the fastest growing customer management business process outsourcers with locations across the United States and internationally. Our rapid growth has created great opportunities for our employees, clients, and the many communities that we call home. With 4 locations across the globe, ROI Solutions is creating new opportunities daily: Opportunities for individuals to join a company where they can enjoy a successful career Opportunities to provide excellent levels of service to the clients we support and to thousands of customers daily Opportunities to become involved in their communities Whatever role or position you are seeking, we have the challenging and exciting career growth opportunities waiting for you.
• Location: Provo
• Post ID: 16550152 provo