Operations Manager GJ in Grand Junction at Startek

Date Posted: 8/25/2017

Job Snapshot

  • Employee Type:
    Full-Time
  • Job Type:
    Management
  • Experience:
    Not Specified
  • Date Posted:
    8/25/2017
  • Job ID:
    11552

Job Description



    • The ideal candidate will have at least 5 years of call center experience.  
    • Manages and directs call center employees to ensure revenue, service, and client satisfaction goals are met. 
    • Responsible for managing client relationship on a day-to-day basis. 
    • Has overall responsibility for most aspects of call center operations, including but not limited to Supervisor and Agent performance, outbound dialer management, and development of team members. 
    • Will be responsible for all aspects of Account Management and Development for the client’s account which are managed by a Senior Director and will assist the relationship with the client.
    • This role will have responsibility for client retention and satisfaction margin enhancement. 
    • Will work closely with the Site Directors and Regional Vice President to ensure delivery/service level agreements are consistently met or exceeded for the client. 
    • Will be responsible for ensuring transfer of client information to other StarTek business groups as needed and will work with those groups to manage contractual/commercial issues. 
    • Travel to various locations (as needed) for this position. 
    • Tracks and reports performance of individual employees, supervisors, and groups as a whole at the site or client level. 
    • Audits and observes supervisors to ensure coaching is effectively provided and documented.
    • Demonstrates leadership abilities with business units using appropriate influencing and consensus building skills to manage expectations and   cultivate relationships. 
    • Ensures call volume forecasted is met on an hourly, daily, weekly, and monthly basis.
    • Ensures client KPI’s are met or exceeded. 
    • Ensures that support ratios are at goal.
    • Measures, reports and communicates revenue and service level goal attainment on a daily, weekly, and monthly basis for individuals, groups and the call center overall. 
    • Encourages site participation and participates and plans community activities.
    • Ensures accurate and timely communication of client issues to and from the teams. 
    • Trains and mentors direct reports to ensure efficient operations.
    • Participates in team meetings, joint calls, and client call monitor sessions. 
    • Ensure on-going maintenance and upkeep of assigned call center.
    • Ensures maximum productivity by maximizing on-phone time for all specialists to include acceptable non-productive levels. 
    • Manages profit and loss activity of site-specific teams.
    • Coordinates assigned contact center projects 
    • Provides support and resource backup to SR Operations Manager.
    • Manages various processes through other departments. 
    • Will need to drive objectives by managing internal and external relationships and establishing themselves as the point person within the operations process. 
    • Responsible for invoice management, generation and reconciliation.
    • Coordinate all client related travel and presentations. Ex. QBR, New Site Proposal, etc.
    • Client point of contact for account project management functions. Ex. New Lob Ramps, New Call Center Ramps, etc.
    • Assures that all departments and managers are working in operational efficiency while achieving strategic objectives of the organization.
    • Responsible for creation and upkeep of new/current MSA/SOW. Ensure that StarTek is meeting clients contractual obligations.

    Job Requirements


    Job Requirements

    • Bachelor’s Degree from a four-year college or university or an equivalent combination of education and related experience is required
    • Previous experience with online ordering vertical is preferred.
    • Previous sales program experience is strongly preferred.
    • Clinical contact center management strongly preferred.
    • Five or more years managing such an environment required.
    • Proven experience managing multiple clients in a shared services environment required.


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