Call Center Operations Management Staff - Managers and Supervisors

We are seeking fulltime Call Center Operations management staff. Positions include managers and supervisor roles.

 

About us:

 

Aegis Communications is a leader in Business Process Outsourcing (BPO), and specializes in Integrated Customer Management Solutions that span all interactions throughout the lifecycle of a customer, from analysis and acquisition to renewals and upgrades. We are seeking motivated candidates to join our winning team of communication professionals.

 

Job Purpose:

Serves customers by planning and implementing operational and staff objectives; planning and maintaining efficient operations; improving quality results; meeting financial objectives; managing staff.



Duties:

* (Supervisor) Accomplishes call center human resource objectives by orienting, training, assigning, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures, walking the production floor and handle customer escalations.


* (Manager)Achieves call center operational objectives by contributing information and analysis to organization strategic plans and reviews; preparing and completing strategic and operations plans; developing customer interaction models; completing system audits; developing and monitoring quality assurance policies, procedures, and response methodologies.


* (Manager)Meets call center financial objectives by estimating requirements; scheduling expenditures; analyzing variances; initiating corrective actions.


* (Manager)Plans and maintains efficent operations by designing, implementing, and evaluating call center process; developing, implementing, and monitoring policies and procedures; monitoring and analyzing telephone statistics and forecasts; adjusting staffing schedules to match call volumes; implementing production, productivity, quality, and customer-service standards; identifying and resolving problems; completing audits; determining system improvements; implementing changes; resolving escalated problems.



* (Manager/SupervisorEnhances staff performance by designing, developing, presenting, and evaluating training programs.


* (Manager/Supervisor)Keeps equipment operating by developing and enforcing preventive maintenance programs.


* (Manager/Supervisor)Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.



Skills/Qualifications:

Customer Focus, Customer Service, Telephone Skills, Developing Standards, Foster Teamwork, Giving Feedback, Managing Processes, People Management, Promoting Process Improvement, Supervision, Emphasizing Excellence

 

Aegis Communications is an Equal Employment Opportunity employer.