Regional Contact Center Manager

7 days ago

Jonesboro, Indiana, United States Demo - Maximus Full time
Job Summary

The Regional Contact Center Manager will be a key resource in the successful implementation and execution of a large government contract. This person will work closely with Operations, Support Services, Reporting & Analytics, and IT to ensure the KPIs and SLAs are met and exceeded and will be involved in continuous improvement efforts.

Key Responsibilities:
  • Oversee the daily operations of a contact center team to ensure performance metrics are met.
  • Maintain updated knowledge of the Contact Center performance requirements as well as corporate and project policies and procedures.
  • Provide assistance and updates to staff regarding these policies and procedures.
  • Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
  • Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored.
  • Monitor performance goals and objectives for the contact center staff and complete daily and weekly reports.
  • Provide the Sr. Manager and Director with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.
  • Monitor contact center compliance with ISO standards.
  • Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Contact Center.
  • Monitor and evaluate performance, writes performance appraisals and provides corrective actions as needed.
  • Responsible for identifying and resolving issues, problems, and concerns with employees.
  • Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.
  • Provide direction to staff when complaints are escalated to management level.
Requirements:
  • Manage, perhaps through subordinate supervisors, the coordination of the activities of a section or department with responsibility for results, including costs, methods and staffing.
  • In some instances this manager may be responsible for a functional area and not have any subordinate employees.
  • Work on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends.
  • Follow processes and operational policies in selecting methods and techniques for obtaining solutions.
  • Act as advisor to subordinate(s) to meet schedules and/or resolve problems.
  • Develop and administer schedules, performance requirements; may have budget responsibilities.
  • Frequent interaction with subordinate employees, customers, and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company.
  • Often must lead a cooperative effort among members of a project team.
  • Receive assignments in the form of objectives and determine how to use resources to meet schedules and goals.
  • Provide guidance to subordinates within the latitude of established company policies.
  • Recommend changes to policies and establish procedures that affect immediate organization(s).

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