* Responsible for the successful operation of a customer contact management site.
* Launching of new campaigns, transitioning new logos and handling critical programs
* Manages both human and material resources.
* Supports Foundever and clients in achieving service, quality and contribution goals.
* Demonstrates sound fiscal management in achieving profitability goals.
* Responsible for operating systems, policies and procedures within the site (including development, implementation and continual improvement of processes) to best achieve overall business goals.
* Responsible for leading process improvement efforts within the facility.
* Provides leadership and management to associates.
* Strives to achieve overall associate satisfaction.
* Provides development opportunities for the site management team.
* Ensures that appropriate training and development is offered to supervisors.
* Working with peers, serves as an effective business partner to multi-site clients.
* Supports the broader business line and corporate units to achieve goals.
* Represents Foundever as a leading business presence through local community involvement.
QUALIFICATIONS:
* 7-9 years of industry-related experience, including 2-4 years of contact center managerial experience or 10+ years of professional-level business management experience, including 2-4 years managerial experience.
* 4-year college degree or equivalent directly related work experience
* Experience in launching new campaigns, transitioning new logos and handling critical programs
* Demonstrated strong fiscal management skills in a P&L environment.
* Excellent leadership and interpersonal skills.
* Excellent verbal and written communication skills.
* Demonstrated strong facilitation and presentation skills.
* Demonstrated strong project management and planning skills in order to successfully manage multiple simultaneous projects.
* Demonstrated strong ability to analyze processes, enact change and think operationally and strategically to achieve business goals.
* Demonstrated ability to manage large groups of people (100+) in a site environment and to work effectively as a business partner within a larger client framework.
* Demonstrated ability to successfully manage excellent customer/client relationships
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