Job Summary:

• Overall in charge of the day-to-day operations of the center.

Duties/Responsibilities:

• Responsible for the attainment of client set goals, efficiency targets and overall center performance.
• Analyzes agents/supervisors/ACCM performance and develops an action plan to bridge gaps.
• Implements and audits TOPS as a tool to maintain/increase performance.

Qualifications:

• At least 3 years ACCM/CCM experience.
• Strong performance management/TOPS background.
• Excellent program planning and execution skills.
• Very detail-oriented.
• Strong decision-making and problem-solving skills.
• Excellent communication and listening skills.
• Knowledgeable in call center tools and processes.
• Proficient in MS Office applications.
• Computer literate with experience using MS Office products.