Elavon Director of Call Center Operations
Location: Knoxville Tennessee
Description: U.S. Bank is presently looking of Elavon Director of Call Center Operations right now, this position will be placed in Tennessee. More details about this position opportunity kindly read the description below. Senior leader with responsibility for day-to-day operational activities within the Call Center.
Provide strategic direction and tactical leadership for all fu! nctional areas
within Customer Service.
Accountable for driving cost savings through improved operational efficiencies. Foster and execute a culture that is driven to deliver an excellent Customer Experience.
This position reports to the Senior Vice President of Customer Care.
Essential Job Functions
Typically manages more complex multiple functional areas through lower level managers, supervisors and senior level professionals.
Ensures quality service and effective operations support for all of our merchants, customers, partners and internal customers.
Major contributor in the development and implementation of long range productions changes and strategies, as well as operational projects that cross division and business lines.
Administers corporate policies and procedures and ensures compliance with applicable laws and regulations.
Participates in the review and recommendation of operational s! ystems and procedures affecting assigned units, coordinating s! ystem conversion from an operations perspective.
Recommends hires, transfers, terminations, salary adjustments, performance standards and reviews. Approves employee time records, work assignments, vacations, sick pay, etc. Implements and executes employee relations policies, training programs and various other human resources programs and policies.
Typically manages several direct reports and 50-100 indirect reports.
Ultimate accountability for achieving designated SLA, KPI, & Occupancy goals.
Make recommendations to SVP of Customer Care that are specifically designed to drive continuous improvement within Customer Service.
Represent Customer Service in a senior leadership capacity in cross-functional meetings.
Partner with Operations management and specifically Vendor Management to maximize the effectiveness of all Call Center systems and tools.
Make recommendations to SVP of Customer Care on maximizing the eff! iciency of Elavon’s call center operations from a resource allocation perspective, with the objectives of consistently achieving service performance goals and minimizing cost-per-call.
Supporting the Customer Service teams in meeting/exceeding First Call Resolution, Quality, and CSAT goals.
Deliver ad-hoc and standard reports and analysis as needed for Operations.
Provide historical analyses and post-performance analyses as needed.
Manage multiple projects and report on progress.
Research and recommend process improvement solutions, ensure efficiency and currency of the established procedures to achieve optimum performance levels for the Call Center Operations.
Provide constant reviews and feedback on areas of potential risks and threats to identify these risk elements and take appropriate corrective and/or preventive measures.
Qualifications
Basic Qualifications
Minimum of 8 years of Call Ce! nter experience.
Minimum of 5 years of experience at a
Must possess very strong analytical skills.
Must possess an in-depth understanding of call center metrics.
Must possess excellent written and verbal communication skills.
Prefer experience with a wide range of Call Center software systems, technologies and platforms.
Must possess experience using WFM software, ideally Genesys WFM platforms.
Must possess highly developed leadership skills, combined with the ability and willingness to be an individual contributor as well.
Previous large (~250 seat) call center experience
College degree or equivalent business and senior management experience in a large call center operation support environment.
- .
If you were eligible to this position, please email us your resume, with salary requirements and a resume to U.S. Bank.
If you interested on this position just click on the Apply button, you will be redirected to the official website
This position starts available on: Fri, 19 Jul 2013 07:13:10 GMT