Duties/Responsibilities:

Responsible for directly managing staff / associates Collaborate with the client and management team in updating and developing reports (inventory, production, productivity, priority and forecasting) Meet and exceed production Service Level Agreements Collaborate with client and Audit team to understand and establish a robust Quality program – to measure, analyze, root cause analysis and take and take Corrective Actions as needed  Ensure setting smart goals for teams and provide regular feedback, appraisal and coaching to ensure performance Responsible for managing personnel matters like attendance, holidays, PTO, sick days, approve hours for payroll, shift timings etc. with the prime objective of meeting and exceeding customer deliverables Collaborate with Subject Matter Experts (SMEs) to ensure that Standard Operating Procedures (SOPs) are adequate for the needs of the operations teams, review them periodically for updates and enhancements and ensure version control and client approvals Conduct call listening and assess the call based on quality forms provided Ensure that information provided during the call done by the agents are accurate Timely and accurate completion of standard and advanced quality forms, reports and analysis Complete ad hoc reports as requested Adhere to call audit targets  Attend and participate in quality calibration session Provide immediate education, report error trends and propose action plans to mitigate errors, as needed

Qualifications:

Excellent comprehension and communication skills (verbal and written) in English and Korean; ability to effectively communicate within the organization and with client POC Extensive experience in a call center; must have SME/QA/Supervisor experience High proficiency in using MS Excel and PowerPoint Good understanding and ability to analyze Call Center data and report, SLA, KPI, operations report and present findings in a structured way Excellent People skill – ability to build and motivate a large operations team of up-to 20 associates Ability to train and guide team through changes in processes and operating instructions Able to adapt quickly to a fast-paced environment Excellent coaching skills for members to reach their full potential Ability to gel with the team well and build an organized and highly energetic team Amenable to work in a shifting schedule depending on business need and work in hybrid setup (McKinley office)