• Experience developing client/vendor relationships.
• Thorough knowledge of call center metrics, production, average handling time, quality, contact/dial rate, customer satisfaction, first call resolution, etc.
• Experience with Service Level Agreements and/or Client metrics/KPIs.
• Experience with contract/salary reviews, budgeting and statistical analysis.
• Experience with account management and client coordination.
• Experience with written and verbal reporting to management and clients.
• The ability to motivate staff and ensure high morale.
• Excellent people management skills, has a pleasing personality and has demonstrated the ability to motivate individuals to exceed performance initiatives.
• Managed or supervised an operation of no less than 200 agents and 13-15 team leaders/managers or supervisors.
• Exceptional written and verbal communication skills.
• Has the knowledge and ability to manage all HR aspects of call center operations
