Head - Contact Center - BPO/ITeS

Contact Center Head is responsible for the strategic planning and execution of all Call Center operations. Core duties include management and leadership of processes for the continuous improvement of the customer experience. Tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching and training. Performance metrics include call efficiency, low abandonment rate, high conversion rates, staffing utilization, acceptable turnover, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.

Primary Responsibilities :

- Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients,

- Responsible for development and administration of annual department budget to attain business goals with operational stability,

- Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development,

- Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance,

- Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center,

- Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision,

- Coordinate analytic, strategic and technical resources to meet client expectations and insure satisfaction,

- Manage and expand client and coworker relationships,

- Find and close new revenue opportunities within the existing client base,

- Insure compliance with regulatory agency guidelines and standards.