Customer Service Delivery Manager
hace 2 días
About Us
We're a global organization with a passion for delivering exceptional service to our clients. As a leading provider of language and content management solutions, we're committed to helping our clients achieve their goals through outstanding support and expertise.
The Operations Manager plays a vital role in ensuring the success of our call center, managing daily business operations and driving service delivery, quality, and overall performance.
This includes:
- Managing Team Leaders/Supervisors: Ensuring program(s) productivity, quality, and customer satisfaction/client performance objectives are met and performed in an efficient manner.
- Monitoring and Evaluating Team Performance: Tracking and evaluating team performance based on key performance indicators (KPI's) and providing ongoing feedback to ensure all company standards are met.
- Developing Competencies: Developing all the competencies required in front-line managers to have a fully engaged, highly skilled, and effective team.
- Daily Updates: Delivering monthly, daily, or weekly updates on processes and procedures.
- One-on-One Meetings: Performing one-on-one meetings with supervisors to review team performance and effectiveness.
- Performance Improvement Plans: Ensuring that supervisors and interpreters meet client expectations through the creation and implementation of written performance improvement plans.
- Process Improvements: Identifying and implementing process improvements to drive performance.
- Communication: Communicating to Contact Center Director and assisting when call center is experiencing phone issues, delays, or service interruptions.
- Client Communication: Working in conjunction with various departments in the process of resolving client issues and working in direct communication with clients when resolving escalated issues.
- Team Supervision: Maintaining presence on contact center floor and observing Team Supervisors interacting with employees.
- Participation in WFM Staffing: Participating in WFM staffing, planning, forecasting, and performance reviews.
- Manager's Meeting: Participating in weekly Manager's Meeting contributing to content by sharing ideas, giving feedback, and making suggestions.
Requirements
- Leadership Experience: 5+ years of call center leadership experience.
- Strong Communication Skills: Strong ability to communicate effectively, both verbally and in writing.
- Motivational Skills: Ability to lead, direct, and motivate others.
- Problem-Solving Skills: Strong problem-solving skills, with the ability to multi-task and work under pressure.
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