Contact Center - Account Operations Manager
Extensya
Total des années d'expérience :14 years, 9 Mois
• Reporting to the ED and serving as a member of the Management Team along with the ED
• Program Director and Development Director.
• Ensuring organizational effectiveness by providing leadership for the organization's financial functions.
• Contributes to the development and implementation of organizational strategies, policies and practices.
• Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning.
• Manage and increase the effectiveness and efficiency of Support Services (HR, IT and Finance), through improvements to each function as well as coordination and communication between support and business functions.
• Play a significant role in long-term planning, including an initiative geared toward operational excellence.
• Oversee overall financial management, planning, systems and controls.
• Management of agency budget in coordination with the Executive Director.
• Development of individual program budgets.
• Invoicing to funding sources, including calculation of completed units of service.
• Payroll management, including tabulation of accrued employee benefits.
• Disbursement of checks for agency expenses.
• Organization of fiscal documents.
• Regular meetings with Executive Director around fiscal planning.
• Supervise and coach office manager on a weekly basis.
• Assign tasks and targets to Team Leaders, follow up on targets and review performance against targets.
• Introduce new selling concepts by enhancing the portfolio of call center activities in order to maximize revenue.
• Participate with Manager, CRM in the review and implementation of policies and procedures.
• Ensure updating team on various ongoing promotions, Call Center activities etc…
• Monitor calls and system workflows to ensure achieving defined SLAs and minimization of errors.
• Educate team on new products and services, sales techniques by disseminating information as per the required time lines.
• Monitor and conduct monthly performance reviews meetings with the team.
• Review workflows, processes, policies and identify areas for improvement and set and follow up on action plans.
• Prepare periodic reports on various outbound/ Inbound operations to submit to my manager & CRM for further action.
• Working closely with the IT for any up outages, issues, implementation and enhancement of the system, software and tools used.
• Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort.
• Provide the team with a vision of the project objectives.
• Motivate and inspire team members.
• Lead by setting a good example (role model) - behavior consistent with words.
• Coach and help develop team members; help resolve dysfunctional behavior.
• Facilitate problem solving and collaboration.
• Strive for team consensus and win-win agreements.
• Ensure discussions and decisions lead toward closure.
• Maintain healthy group dynamics.
• Intervene when necessary to aid the group in resolving issues.
• Assure that the team members have the necessary education and training to effectively participate on the team
• Encourage creativity, risk-taking, and constant improvement
• Prepare the daily/weekly/monthly reports, and send them via email to the concerned departments.
• Arrange team meetings and private sessions on daily/weekly/monthly basis, providing each one by the required tips how to go on his/her results to enhance the overall team outcome.
• Use effective communication skills by Communicating feedback as a performance issue not personal issue, liaise and supervise effectively with all team members and approach them positively to unleash their capabilities and take it to the maximum level.
• Setting priorities to ensure continual satisfaction and ensures the quality of service delivery by customer service representatives and performs the necessary quality management checks that meet targets.
• Assisting the customer service representatives in addressing customer escalations and promoting a service oriented work environment and ensuring that the set call center KPIs are attained and surpassed.
• Escalate all special customers requests and feedback to the operation team, and getting back to them once their requests are handled.
• Follow up the team members requests and coordinate with the other departments in regards of that.
• Share the team members results on hourly bases.
• Provides general, technical and if required specific services to inbound and outbound contacts through multiple communication channels, primarily by telephone, email, and makes outbound contacts as appropriate to maintain or enhance that service.
• Back office team work.
• Provide customer satisfaction to both internal and external customers and strives to continuously improve service delivery over the phone according to company policies.
• Receive inbound calls to handle customers requests and complaints in a professional way and follow up their requests with the concerned departments, getting back to the customers with the valid solution and feedback to make sure that the customers are satisfied with the outcomes.
• Support and provide superior service via phones, e-mails and faxes as a caller and maintain proper behavior, discipline and punctuality.
• Ensure that all confidential information pertaining to company or individual customer coming into ones possession, is not disclosed or revealed to unauthorized person or agency.
Click to edit position description• Responsible of choosing the best fashion models will be purchased and presented to the customers.
• Schedule the working hours of the staff
• To monitor and improve the employees behavior and attitude, and handling customers complaints and inquiries.
• Getting involved by the selling process if needed.
• Setting a pricing plan to assure that the prices will be suitable for all of the customers lifestyles.