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Description |
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Under general supervision, the incumbent is required to coordinate the successful and timely delivery of all Call Center operations and services to assigned internal clients, such delivery being fully consistent with the company’s performance vision for contracted external clients. Responsible for the timely reporting, escalation and resolution of day-to-day operational problems that can or do adversely affect customer service delivery; for tracking and reporting the status of planned, in-process and completed internal client initiatives; and for the oversight and facilitation of ad hoc projects undertaken in support of one-time client initiatives or established client business goals.
REPRESENTATIVE PRINCIPAL DUTIES AND RESPONSIBILITIES*
Serves as the Call Center representative in scheduled meetings with assigned internal clients, securing technical participation and support when necessary.
Coordinates Call Center Operations service delivery activities with assigned internal clients, serving as the internal client’s advocate within the organization.
Serves as the primary point of contact with assigned internal clients for planning, project initiation and problem escalation.
Utilizes the capabilities of Call Center software to assure the timely and successful resolution of internal client problems and service requests.
Reviews processing results, problem logs and service requests with the internal client as often as necessary to verify satisfaction with service delivery.
Summarizes and deliver in a timely and accurate fashion all inputs needed to satisfy monthly internal client reporting requirements.
Solicits client support for internal projects needed to maintain operating production environment for assigned internal clients.
Manages ad hoc technical projects requested by assigned internal clients.
Conducts meetings and interact with all levels of Call Center Operations management as needed to communicate plans and establish or affirm priorities.
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Education and Typical Years of Experience |
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Bachelor’s degree or equivalent experience
5+ years of directly related experience, particularly in the areas of Call Center operations, project planning and coordination, meeting coordination and problem/change management.
Communicate effectively with personnel from all levels of the organization, both verbally and in writing.
Manage cross-functional project teams and personnel in remote geographic locations.
Balance a client service orientation with support for the financial goals of the business.
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Special Requirements |
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High School diploma
Must speak English fluently and good Spanish
Excellent customer services
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