Job Title:
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Global Contact Center Manager
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Department(s):
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Client Services
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Location:
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Remote
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Travel Required:
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Travel Required
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Position Type:
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Exempt, Full-Time
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Reports To
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Global Director of Contact Center Operations
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Responsible for the design and implementation of client programs per client specifications and requirements to ensure client goals are met. Responsible for managing assigned support staff in the design, implementation, testing, and oversight of client projects including Contact Center Staff and ensuring program KPI’s are met. Oversee all activities and communication internally and externally. As the designated appointee for this role, you will make recommendations on how to raise the level of VCI’s service to our clients and ensure the proper delivery of our services.
Job Description
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Role and Responsibilities
- Design and analyze reports per program specifications in order to track trends and make strategic recommendations to the Global Director of Contact Center Operations.
- Create forecasts and budgets as well as monthly invoicing for client programs.
- Responsible for managing client expectations, internal and external deliverables, and program timelines.
- Responsible for the management and coordination of tasks assigned to sales, development, testing, systems, training, etc. within appropriate timelines/deadlines (i.e. List builds, IT requests, client deliverables, staffing) per the program SOW.
- Responsible for design and execution of all program components including campaign design, client output, etc.
- Accountable to ensure that Contact Center operations staff effectively manages goals for assigned programs per program specifications.
- Independently manage multiple client programs.
- Become primary client contact and professionally handle all client requests while coordinating with Client Services and/or Operations.
- Coordinate with the Training department to schedule program training as needed.
- Responsible for project documentation.
- Think critically with emphasis on strategy, not just tactics to manage and meet client and program expectations.
- Supervise support staff and delegate assignments to ensure client expectations, internal and external deliverables, and program timelines are being met.
- Other duties as program needs necessitate.
Qualifications and Education Requirements
- At least 3-5 years professional solution program management experience within technology and Contact Centers
- Demonstrated leadership abilities to effectively manage a cross-functional client driven team.
- Ability to quickly learn, analyze, understand and convey complex information.
- Proactive, highly motivated and deadline driven.
- Excellent interpersonal and rapport building skills with ability to quickly engage and build strong relationships.
- Bachelor’s degree or equivalent business experience.
- General knowledge of technical aptitude to learn telecom, reporting, and Web/Internet technologies.
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