Company Overview
StarTek performs a myriad of customer care, customer
acquisition and receivables management functions for some of the world's
largest organizations. But no matter what business processes we own
for the client, we deliver our tailored solutions through strong strategic
partnerships based on our core competencies of:
These competencies provide a dynamic foundation of
organizational skill allowing us to remain agile in meeting client
and market demands, while maintaining operational excellence in the
delivery of any service we perform for our clients. We help companies
provide the best care for customers, driving revenue through retention
and up-sell.
Job Description
Who we
are:
StarTek is the industry leader in providing top quality business process
optimization services. We serve some of the country’s largest
and best known corporations with our state of the art inbound customer
call centers that have been recognized and honored by many prestigious
business publications such as Forbes, Fortune Magazine, and Business
Week.
Our mission is to provide our clients and their customers
the highest level of professionalism and service as we continue to
find innovative ways to grow and improve profitability and shareholder
value in a dynamic and fun environment. We help companies care for
their customers better and keep them longer.
Position
Overview:
Reporting to the Site Director of Operations, Operation Manager will
exceptionally, lead, and manage operational requirements of our Customer
Service Call Center. This position is responsible for implementing
effective call center management practices to increase revenues, reduce
costs, and improve service quality. The manager will serve as a front-line
mentor, manager and problem solver, to enhance customer service efficiency
and profitability by working with staff to meet daily, weekly and
monthly goals and objectives. The position is responsible for the
recruitment, management, training, and development of all call center
agents, supervisors and managers.
Job Requirements
Job Duties
and Expectations:
• Partner with the leadership team to develop and execute strategic
business plans, operational goals, and performance metrics that drive
productivity and ensure a high level of customer service and satisfaction.
• Communicates and drives all continuous operating improvements
and quality performance of site Operating Metrics such as quality,
productivity, staffing, training, attrition and costs.
• Manage achievement of service level goals.
• Identify, analyze and resolve a wide range of technical, process,
and operational issues providing quick and decisive solutions.
• Responsible for tracking and reporting on individual employees,
Team Leaders, and overall performance of group.
. Ensures call volume forecasted is met on an hourly, daily, weekly,
and monthly basis.
. Measures, reports and communicates revenue and service level goal
attainment on a daily, weekly, and monthly basis.
Tags: Admin
& Clerical : Banking
Jobs : Financial
Services Jobs
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