Department Manager BPO Contact Center

OKIN Process, Inc.•San Antonio, TX

just now•$50,000 - $60,000•Hybrid

About The Position

OKIN Process is seeking an experienced Department Manager who can lead our representatives to better performance and improve service quality. You will assist in establishing call center objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call center data, and focus on improving performance and processes to better support customers. You will assist other management team members in identifying trends and establishing call center goals. You will work closely with, but not limited to, Associate Department Managers, Senior Contact Center Manager, and Director of Operations to identify and provide effective coaching to achieve the desired service levels and take corrective action, as needed. The responsibilities include preparing reports and analyzing the contact center's data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer/client satisfaction.

Requirements

2 or more years as a BPO CCM or related role
Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.
Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
Business Reviews- Must have experience preparing and presenting Monthly, Quarterly, and Annual Business Reviews, including compiling performance data, identifying key insights, and communicating results to internal and external stakeholders.
Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
Visionary Leadership - Displays passion and optimism; Inspires respect and trust; Mobilizes others to fulfill the vision; Provides vision and inspiration to peers and subordinates.
Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

Nice To Haves

Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills
Knowledge of management principles and familiarity with company products, services, and policies
Strong coaching and leadership skills, ability to motivate employees.
Decisiveness and attention to detail.
Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
Polite, professional phone voice.

Responsibilities

Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses
Prepare reports and analyze the contact center’s data
Completing system audits and analyses
Maintains and improves call center operations by monitoring system performance
Identifying and resolving problems
Preparing and completing action plans
Assist with recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees
Administering scheduling systems
Communicating job expectations
Planning, monitoring, appraising, and reviewing job contributions
Enforcing policies and procedures.