Manages all production projects to meet or exceed gross margin targets for all assigned projects
· Manages all production projects to meet or exceed all client Service Level Agreements, or other client contractual obligations, for the assigned projects
· Develops, implements and maintains budgets for assigned production projects
· Coordinates and attend recurring status meetings with clients
· Maintains and updates the production portion of the monthly operations metrics to the DATAMARK Executive Management
· Assigns Managers to projects, including new projects
· Leads the design of workflow and production processes and is the final approval for those processes
· Determines the productivity standards in such a way that the financial goals of the projects assigned to them are met and creates bonus incentive plans for all production personnel designed to assist in meeting the productivity standards
· Creates and delivers presentations for both clients and Executive Management that accurately reflects the quality, productivity and financial performance of assigned projects
· Fosters and maintains an excellent customer relationship with DATAMARK customers in order to enhance customer satisfaction as well as service opportunities
· Utilizes the DATAMARK ISO BPMS (Business Process Management System) or site-specific BPMS system to control the contact center operations and ensures documentation is current, training materials are up to date and effective, and production practices are consistent with contractual obligations.
· Responsible for creating and managing a mentoring/succession plan for the production department for their assigned projects which will enable them to continuously identify and develop our future production leaders and managers
· Assists Commercial Management and Business Development in creating accurate pricing
· Participates with Commercial Management and Business Development on RFP’s
Capable of conducting the work activities of any manager when necessary
· Reviews and approves all billing regarding their projects in the organization
· All other duties as assigned
Requirements
Minimum Qualifications:
· Education Requirements:
o Bachelor’s degree in Industrial Engineering or Business Administration or related area
· Field Experience:
o At least 10 years of contact center, back office, or BPO experience including 4 years in a supervisory role and 4 years in a management role
· Position Experience:
o At least 4 years of experience in a Contact Center or Back Office management role
· Other Qualifications:
o Experience in managing Bilingual (English/Spanish) call center operations for customer service and interpretation services highly preferred
o Proficiency in Microsoft Office including but not limited to Word, Excel, PowerPoint and Outlook required.
o Proven experience managing more than 300 full-time employees or a specific call center industry BPO market segment highly preferred
Required Skills:
· Excellent leadership and mentoring skills
· Excellent written and oral communication skills
· Demonstrated analytical/problem-solving skills
· Excellent multi-tasking skills
· Detail-oriented
· Excellent interpersonal skills
· Proactive thinking
· High proficiency with the full Microsoft Office Professional suite
Benefits
PF, Gratuity, Mediclaim, PLI