Call Center Operations Manager

Overview:

For over 65 years, GC Services has been trusted by a diverse portfolio of clients to provide a full suite of outsourcing solutions. With over 7,000 employees throughout the Americas and the Philippines, we make lives better; we engage, listen, and resolve consumer concerns and obligations with empathy and innovation. We advocate for our client’s brands and reputations as our own. We are always seeking service-oriented individuals who want to be an integral part of creating lasting relationships with our employees and our clients within our fun, rewarding, and rapidly growing company!

Responsible for supervision of the Mercedes Benz Project. Will manage a 245-agent Call Center facility of multiple teams to include collections and remarketing.  Will work at least 2 Saturdays per month.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Administration: 

• Manage all client SOPs to ensure the administration of the policies and procedures.

Staff Management:

• Provide continuous training, coaching, motivation, accountability, structure, policy enforcement within the program and site.
• Collaborate with human resources to ensure accurate and the completion of timely performance evaluations.
• Ensure corrective action is delivered in a timely manner and all related policies.

Product Knowledge:

• Understand client programs, GCS product measurements, and implement procedures to ensure compliance.
• Understand systems used for client program operations.
• Maintain strong working relationship with all internal and external departments.
• Responsible for the clear and consistent delivery, implementation of all client program changes, and update all appropriate personnel.
• Partner with the Quality Manager to ensure practices are implemented in line with client expectations.

Contract/Client Management:

• Responsible for daily communication with client, provide program feedback, recommendations, and updates.
• Responsible for understanding each aspect of the contract to ensure compliance.
• Understand the RFP/RAB process and participate as needed.
• Assist in the creation and presentation of prospective client presentations as needed.

Financial Knowledge:

• Assist with the preparation of annual and monthly center/client program budgets.
• Understand and process tracking and reporting on client program specific expenses.
• Understand and generate initial invoices and approval of final invoices prior to distribution.

Business Knowledge:

• Create monthly program volume and staffing forecasts.
• Process staff forecasting and scheduling for the client program by having a strong understanding of the Call Center staffing tool. 
• Strong skills in business writing with the ability to communication with all levels of management.
• Proven ability to identify opportunities and implement best practices which results in increased revenue/business.
• Understand how to develop and direct short and long-term business planning for the client project.
• Develop and manage production and quality standards by reviewing client program results.

Technology Knowledge:

• Understanding of reporting and monitoring systems utilized in the daily operation of the client program.

QUALIFICATIONS:

• 5 years of experience managing Call Center projects
• 3-5 years of experience managing/leading large team more than 200
• Advance knowledge of Microsoft Office applications to include strong experience with Excel.

EDUCATION

• Bachelor’s degree in Business Administration or Operational Management, preferred.

KNOWLEDGE, SKILLS, AND ABILITIES

• Extensive knowledge of applicable credit and collection law and regulations, including but not limited to FDCPA, ECDA, FCBA, FCRA
• Must have above average analytical, organizational, supervisor, and interpersonal skills. Thorough knowledge of collections systems used in the applicable department.
• Excellent verbal, written, and presentation skills.
• Must be able to take and comply with directions from supervisor and any member or management.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear.  The employee frequently is required to sit.  The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and stoop, kneel, or crouch.  The employee must occasionally lift and/or move up to 15 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

All job offers are contingent upon completion of drug and background checks.

GC Services is an equal opportunity employer: M/F/Disabled/Vet