Ph3Overview /h3 pSupervises and oversees the day-to-day activities of Call Center Coordinators. Ensures that CCCs are properly monitoring and accurately recording metrics of the different Operations accounts and enforcing the implementation of policies and procedures per account. /p pDrives for the optimal conduct of call center operations to meet service level agreements with Clients. /p pPerforms intraday management analysis. Analyzes and interprets day-end performance reports of the different accounts and translates information into action plans. /p pProvides reports as required by Operations and Clients and submits them in a timely manner. /p pMay be required to devise new processes, policies, and procedures to achieve better account performance, subsequently contributing to the attainment of service commitments to Clients. /p pCoordinates with Operations Managers / Directors, Team Captains, and associates of related Support groups to discuss various concerns hindering / affecting the attainment of Client service commitments. Keeps abreast of Operations updates that impact intraday management of accounts. Ensures that Workforce, Operations accounts, and other Support groups are aligned with processes, policies, and procedures that may impact Operations. /p pConducts regular performance evaluations sessions with direct reports. /p pPrepares payroll data of direct reports and ensures accuracy and completeness of document. /p h3Responsibilities /h3 ul liSupervises and oversees the day-to-day activities of Call Center Coordinators. /li liEnsures that CCCs are properly monitoring and accurately recording metrics of the different Operations accounts and enforcing the implementation of policies and procedures per account. /li liDrives for the optimal conduct of call center operations to meet service level agreements with Clients. /li liPerforms intraday management analysis. Analyzes and interprets day-end performance reports of the different accounts and translates information into action plans. /li liProvides reports as required by Operations and Clients and submits them in a timely manner. /li liMay be required to devise new processes, policies, and procedures to achieve better account performance, subsequently contributing to the attainment of service commitments to Clients. /li liCoordinates with Operations Managers / Directors, Team Captains, and associates of related Support groups to discuss various concerns hindering / affecting the attainment of Client service commitments. Keeps abreast of Operations updates that impact intraday management of accounts. Ensures that Workforce, Operations accounts, and other Support groups are aligned with processes, policies, and procedures that may impact Operations. /li liConducts regular performance evaluations sessions with direct reports. /li liPrepares payroll data of direct reports and ensures accuracy and completeness of document. /li /ul h3Qualifications /h3 ul liBachelor's Degree preferably with Math background /li liTwo (2) to three (3) years Workforce Management experience in a Supervisory capacity within the call center / customer service industry. /li liWorking knowledge of workforce management processes, concepts and principles (i.e. staffing projections, scheduling, service level analysis, metrics monitoring). /li liPrior knowledge of client specifics (i.e. nature of account, metrics) preferred. /li liProficiency with MS Office applications (i.e. MS Word, Excel) as well as call center-specific software and applications (i.e. Baleen, BluePumpkin, CentreVu). /li /ul /p #J-18808-Ljbffr