Department Manager- BPO Contact Center

Who are we?

At OKIN Process, a BPO provider, we take great pride in enhancing operations for our clients. As part of our team, you can look forward to a lively and dynamic atmosphere that prioritizes a people-first philosophy. We offer professional outsourcing solutions that help our clients focus on what distinguishes them in the market by supplying a wide array of front and back-office expertise and resources. We are the trusted partner for our clients in optimizing their business processes.

Job Description:

Job Type: Salary

Pay: $50,000-$60,000 annually

Work Location: Onsite with Hybrid flexibility

Summary:

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

Key Responsibilities Include:

• 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.

Soft Skills:

• Ability to convey information accurately and efficiently to both internal team members and external stakeholders, both verbally and in writing
• Ability to manage multiple priorities, meet deadlines, and maintain accurate records
• Adaptive to changing situations in a competitive market
• Ability to identify and resolve complex client issues and make sound decisions using strong analytical and problem-solving skills

Required Qualifications:

• 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.

Preferred Qualifications:

• 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.

Benefits:

• 401(k) matching (4%)
• On-Demand Pay
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Disability Insurance
• Life Insurance
• Voluntary Benefits
• Employee Assistance Program
• Employee Discount Schedule
• Flexible Spending Account
• Life Insurance
• Paid Time Off
• Paid Training
  

This is a fantastic opportunity to join our company at a time of exciting growth and change. As an early member of our developing team, you'll be instrumental in achieving our next period of expansion. If you possess determination, motivation, and a strong desire to succeed, your achievements at OKIN Process will know no limits Eager to know more? Become a part of our team