Overview

Responsible for managing call center operations activities including day-to-day operations, training and quality for one or more accounts / programs / LOB's that contribute to the acquisition, satisfaction and retention of client contracts/agreements. Acts as the primary contact of clients and maintains cordial working relations with them. Ensures achievement of service levels, key performance indicators, business objectives and financial targets stipulated by clients and the company through active coordination with various Operations and Support teams (Human Resources, Facilities, I.T., Finance, etc.). Ensures that all program/account processes and procedures are adhered to and that individual/global metrics are consistently improving.

• Ensures the profitability of multiple programs/accounts/LOB's by ensuring the attainment of client-specific KPI's and targets. Has full P&L responsibility for all programs / accounts / LOB's managed and sup...