Skills: Operation Sales Manager, Call Center, Contact Center, Team management, Training, Sales strategy, Quality assurance system
Experience: 8+ Yrs
Job Location: South Charleston, WV
FTE/ Onsite
We at Coforge are hiring Customer Service Operation Manager with the following skillset:
Ability to create a healthy competitive working environment.
Strong employee development skills, helping employees optimize their potential.
Expertise in developing large teams in a contact center environment Up to 150 agents and 10 TLs.
Leads client sales & saves strategy implementation ensuring all terms and conditions of the related contract(s) are achieved.
Must have strong team building and leadership skills in a contact center environment.
Key contributor in training and training design.
Ability to drive workforce compliance to process.
Team player who understands the dynamics of a support role.
Customer focused driver of high customer satisfaction.
Must create a strong working relationship and be a trusted advisor to the client and Coforge.
Data analysis to identify key issues and create strategic goal-based plans.
Monitors and ensures budget profitability for assigned projects and provides periodic reporting as required by management.
Maintains product and industry knowledge of assigned services to ensure highly skilled managerial leadership to staff.
Collaborates with other Coforge leaders by integrating and engaging other Coforge business units or divisions when appropriate.
Creates and plans strategies, actions and policies that directly or indirectly improve customer service, quality, resource, environment, etc.; ensures implementation when appropriate.
Ensures that management, Customer Service personnel are properly qualified, trained and supervised to perform their assignments effectively and within defined financial and business objectives.
Ensures compliance with the Quality Assurance System for all assigned engagements.
Supports the implementation and ongoing maintenance of all company initiatives, policies, and programs, including but not limited to, quality, employee relations, compensation, and performance management.
Leads in accordance with the Company Vision and Mission Statement.