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Senior Manager - Call Center and Operations - Richmond, VA

ABBTECH Professional Resources | Richmond VA 23219 USA | Full Time | Posted: 06/30/2020

Job Descriptiontop

Senior Manager - Call Center and Operations

Location: Richmond, VA

Essential Duties and Responsibilities:

  • Oversee the daily operations of a contact center team to ensure performance metrics are met. If performance metrics are not being met, provide the necessary action plans and timelines for performance improvement.
  • 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
  • Collaborate with the customers to ensure open communication, cooperation, and timely issue resolution
  • Address inadequate quality issues with the supervisory team in relation to reviews and corrections of calls monitored
  • Monitor performance goals and objectives for the contact center staff and complete reports
  • Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues, and departmental performance levels and escalate issues timely to Project Director
  • 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 provide 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
  • Performs other duties as required by the Project Directo

Job Requirementstop

Minimum Requirements:

  • Bachelor’s degree
  • Five (5) or more years of experience in an operations, call center, or business process outsourcing field and Two (2) years’ experience with health insurance or government operations preferred
  • Three (3) or more years of people management experience

ABBTECH is an EOE/Minorities/Women/Disabled Individuals/Veterans

Job Detailstop

Location Richmond, VA, 23219, United States
Categories Engineering
Sec Clearances Other

Location Maptop

Contact Informationtop

Contact Name Colleen Hawkins
How to apply A resume is required to apply to this job. Applications are sent to employer via email. Click on the link below and follow instructions.
Apply Click Here (apply to job)
Primary Phone 703-450-5252
Job Code 19027