Home • About Us • Careers • Career Opportunities
Career Opportunities
PERFORMANCE MANAGER – CALL CENTER
The Performance Manager (PM) is primarily responsible for impacting call center performance by managing performance, productivity, and profitability of the campaigns assigned to him/her. The PM should continuously track performance against client and Sales Department quality standards in order to achieve/surpass campaign goals.
KEY RESPONSIBILITIES INCLUDE:
Team Coaching and Development
- Identify and facilitate the training and development of Teleservice Reps (TSR’s).
- Ensure calling team has necessary tools including FAQ methodology, product knowledge, etc., and are campaign certified.
- Utilize formal performance reviews and action plans to drive, document and improve TSR performance.
Performance Skills:
- Manage campaigns and projects that contribute to the client’s strategic goals.
- As a member of the campaign team, work with sales and other team members to develop strategy and obtain success on all assigned campaigns.
- Maintain ultimate accountability for the quality, integrity and execution of all assigned campaigns and items delivered to clients.
- Participate in kick off calls and client progress reviews in assigned campaigns.
- Analyze statistical campaign information on a daily basis to make improvements and communicate changes of campaign goals, objectives, and performance to necessary parties including Call Center Manager and project team.
- Review and improve current workflows, processes and procedures within the framework of the quality management system as needed.
- Monitor, validate and approve campaign deliverables.
- Collaborate with the management team across call centers to establish, document and transfer best practices, and maximize utilization of resources.
- Work with Call Center Management to acquire appropriate resources to meet campaign objectives (i.e., data, scheduling).
Operational
- Develop and maintain professional relationships with all Televerde partners.
- Effectively and efficiently handle daily operational duties.
MINIMUM REQUIREMENTS NEEDED FOR CONSIDERATION INCLUDE:
Education and Experience:
- Bachelor degree or equivalent experience required.
- Minimum 3 years related call center experience required.
- Minimum 2 years experience managing a team of staff required.
- Experience in Project Management or Client Services preferred.
- Previous experience in program or account management helpful.
- Past exposure to market verticals and trends helpful.
- Special consideration given to candidates who have a combination of all of the following: call center, supervisory, project management and sales experience/skills.
- Fluent in French or Portuguese a plus.
Knowledge, Skills, and Abilities
- Proven ability to independently solve problems, handle conflict, anticipate issues/concerns, troubleshoot problems, and proactively institute creative solutions quickly and thoroughly but with detail.
- Capable of handling multiple deadlines in a fast-paced, constantly changing environment.
- Ability to drive staff performance improvement through effective application of coaching and development techniques.
- Ability to calculate and evaluate ROI and productivity measures, as well as apply and use benchmark analysis.
- Ability to deliver instructions in a clear and concise manner, providing proper materials and documentation when necessary. Can create a disciplined process.
- Proficient in Windows-based software applications, including MS Office and ability to understand system logic and capabilities.
All Performance Managers receive one Friday off per month after completing the 90-Day Introductory Period!
Relocation costs are not covered for this position.
Televerde is an Equal Opportunity Employer M/F/D/V