ContactPoint 360 Inc., is a global organization offering onshore & nearshore contact center solutions. We lead with our philosophy of people first and are most passionate about creating employee engagement through new and advanced Business Process Outsourcing (BPO) technologies. We're proud to call ourselves innovative leaders in the industry and value how we've been able to grow significantly from 5 to 1000+ employees since opening 12 years ago. We're Great Place to Work certified and offer an award-winning culture that is enthusiastic about adding next-level talent to our operations as we continue to expand our work-from-home solutions and our brick & mortar locations too. We trust and empower our team when it comes to providing the best human experiences. We believe in thinking and acting differently. We're proud to provide you with a career path that will support your development and growth. It is a win-win and we love promoting from within too. During your onboarding experience, we'll teach you the necessary skills as well as the in and outs for this particular role. ContactPoint 360 Inc., is not just somewhere to get a pay cheque but a place where you can call your work home and thrive to your highest potential both professionally and personally.
Conditions Basic Salary: 3.000.000 COPBonifications: (operations results)Days off: based on ops needsJob Requirements Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessmentsEstablish high standards for productivity, quality, customer service as well as define user guidelinesDevelop company systems for customer interaction and voice response and control the implementation processManage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measuresAid human resources department in recruitment process by interviewing potential hires and outlining clear job expectationsSummarize, collect and analyze call center trends and data for regular performance reportsOversee 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 projectsConducts open forums and team meetings to communicate productivity and performance goals and to motivate employeesDemonstrate sound judgment and fairness when administering policies and procedures.Experience with forecasting/scheduling and related software packagesProven ability to manage people, processes, and technologyStrategic thinker and tactical implementerShould possess leadership abilities and skill, such as the ability to build teams and manage operational, organizational and financial elementsAbility to influence and motivate othersSuperior written and verbal communication skillsDemonstrated success managing new initiatives while meeting operating and budgetary requirementsMust have strong technical, people management, implementation and process improvement skillsGeneral business acumen, including reporting and analysis, presentation skills, and organizational abilities.#J-18808-Ljbffr
