JOB SUMMARY

Accountable for operational, financial, and program performance of an account or multiple accounts in a single or several  call  center  locations.  Direct  operations’  teams  and  manage  operations  support  functions  in  a  matrix environment  to  achieve  company  and client  program  Key  Performance  Indicators  (KPI’s).  Develop  and implement strategies which drive Reliability and Continuous Improvement in client performance and revenue while managing expenditures.

JOB REQUIREMENTS
Minimum Education and Experience:

Bachelor’s Degree or equivalent in relevant work experience.
7+ years of management and/or combination of client management and call center operations experience required. 

Knowledge, Skills and Abilities:
Proven track record in solutions-based relationships and demonstrated creativity in analyzing and identifying solutions. 
Industry knowledge of interaction centers and specific business verticals. 
Ability to work in partnership with all levels of the organization and client management. 
Ability to define problems, collect data, establish facts, and draw valid conclusions, to prioritize and organize work in a multi-tasked environment.
Exceptional interpersonal, written, and oral communication/presentation skills.
Ability to direct and motivate others in a team fostered environment.
Ability to prioritize and organize work in a multitasked environment.
Ability to adapt to a flexible schedule.
Ability to maintain the highest level of confidentiality.
Occasional travel domestically and/or internationally (20-30%)  
Technical/Functional Competencies
Proficient in the use of standard software, hardware & technology of work unit
Proficient personal computer skills including Microsoft Office.

Equal Opportunity Employer - Veterans/Disabled