Directs operations by adhering to company mission statement pertaining to strategic planning, goals, and company policies and procedures.
Essential Duties and Responsibilities:
Define and set company policy as it pertains to D.M.A., F.C.C., and all other applicable regulatory agencies, guidelines, and policies.
Maintain gross profit margins through efficient utilization of all resources.
Ensure that Quality, Performance, and Customer Satisfaction are attained in each center for each specific client.
Develop each subordinate position within each calling center to assure adequate staffing is reached enabling client goals and expectations to be achieved.
Maintain a healthy, productive work environment that meets state and federal guidelines, and exceeds the local community standards.
Act as a liaison between the Client Services, Training, Quality Assurance, and related departments to develop comprehensive action plans to ensure the adequate resolution of all areas of opportunity.
Provide adequate and effective staffing and guidelines for all operational positions.
Provide necessary tools to subordinates to enable others to meet and exceed goals within the organization.
Establish and develop relationships within the company through associations, organizations, and events.
This position has the direct supervision of Operations Managers and the indirect supervision of all calling centers including but not limited to management and representatives of this company.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Education and/or Experience:
Bachelor’s degree or equivalent; and seven to ten years related industry experience or equivalent combination of education and experience. Working knowledge of Microsoft Office products required. This individual must have excellent communications skills, strong organizational skills, and the ability to develop others within the company.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.