Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses defining user requirements productivity, quality, and customer-service standards contributing information and analysis to organizational strategic plans and reviews.
Maintains and improves call center operations by monitoring system performance identifying and resolving problems preparing and completing action plans completing system audits and analyses managing system and process improvement and quality assurance programs.
Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees administering scheduling systems communicating job expectations planning, monitoring, appraising, and reviewing job contributions planning and reviewing compensation actions enforcing policies and procedures.
Drive improvements in overall service levels, transactional efficiencies and cost management.
Provide leadership to front line Supervisors, ensuring operational and coaching practices are implemented and updated as needed to drive performance results and employee development.
Identifies creative ways to reduce cost by streamlining processes and systems (i.e. modification of responsibilities or consolidation of tasks, elimination of nonvalue added processes, or complete reengineering of processes and systems).
Drives continuous improvement through trend reporting analysis and metrics management
Offers new ideas and suggestions for improvement.
Identifies and implements new practices and processes that are “best in field".
Demonstrates a commitment to customer service anticipates, meets and exceeds expectations by solving problems quickly and effectively making customer issues a priority.
Confers with reporting manager on complex or unusual situations.
Exchanges knowledge and information with other iQor facilities to ensure best practices are shared throughout the iQor organization.
Ensures 100percent adherence to all company policies and procedures (i.e. Security, Health, Safety and Quality).
Maintains discretion and confidentiality in all areas pertaining to systems, data and proprietary information, whether internal to iQor or customer specific.
Interprets a variety of instructions furnished in written, oral, diagram or schedule form.
Understands and embraces the business and call center operations strategic direction.
Performs other duties as assigned.
