Who You Are: Job Requirements - Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments - Establish high standards for productivity, quality, customer service as well as define user guidelines - Develop company systems for customer interaction and voice response and control the implementation process - Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures - Aid human resources department in recruitment process by interviewing potential hires and outlining clear job expectations - Summarize, collect and analyze call center trends and data for regular performance reports - Oversee system maintenance and upgrade implementation. Call for repairs and troubleshooting as needed. - Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects - Conducts open forums and team meetings to communicate productivity and performance goals and to motivate employees - Demonstrate sound judgment and fairness when administering policies and procedures. - Experience with forecasting/scheduling and related software packages - Proven ability to manage people, processes, and technology - Strategic thinker and tactical implementer - Should possess leadership abilities and skill, such as the ability to build teams and manage operational, organizational and financial elements - Ability to influence and motivate others - Superior written and verbal communication skills - Demonstrated success managing new initiatives while meeting operating and budgetary requirements - Must have strong technical, people management, implementation and process improvement skills - General business acumen, including reporting and analysis, presentation skills, and organizational abilities.