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Senior Manager - Call Center and Operations
Location: Richmond, VA
Essential Duties and Responsibilities:
Oversee the daily operations of a contact center team to ensure performance metrics are met. If performance metrics are not being met, provide the necessary action plans and timelines for performance improvement.
Maintain updated knowledge of the Contact Center performance requirements as well as corporate and project policies and procedures
Provide assistance and updates to staff regarding these policies and procedures
Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs
Collaborate with the customers to ensure open communication, cooperation, and timely issue resolution
Address inadequate quality issues with the supervisory team in relation to reviews and corrections of calls monitored
Monitor performance goals and objectives for the contact center staff and complete reports
Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues, and departmental performance levels and escalate issues timely to Project Director
Monitor contact center compliance with ISO standards.
Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Contact Center
Monitor and evaluate performance, writes performance appraisals and provide corrective actions as needed
Responsible for identifying and resolving issues, problems, and concerns with employees
Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary
Provide direction to staff when complaints are escalated to management level
Performs other duties as required by the Project Director
Minimum Requirements:
Bachelor’s degree
Five (5) or more years of experience in an operations, call center, or business process outsourcing field and Two (2) years’ experience with health insurance or government operations preferred
Three (3) or more years of people management experience
ABBTECH is an EOE/Minorities/Women/Disabled Individuals/Veterans
