MGR, PGS OPERATIONS

Mô tả công việc

SummaryResponsible for the management of assigned contact center operations.Primary Duties and ResponsibilitiesSupervises assigned group of PGS Supervisors, including providing direction, mentoring and counseling. Completes performance reviews, disciplinary actions and assessments for all assigned staff.Assists with the development of policies and procedures for contact center operations and oversees implementation.Develops operational goals and objectives and takes responsibility for meeting those goals.Delivers formal and informal presentations to current and prospective customers on Case Management and Monitoring services.Reviews team performance and provides mentoring and coaching to ensure team meets established KPI’s.Responsible for ensuring proper staffing of Correctional Specialists and works closely with HR staff to ensure recruitment of qualified candidates as needed.Coordinates with the Training Department to develop training and career development programs for contact center employees.Coordinates with Account Managers to review and implement new and existing customer programs.Assists with the design and implementation of internal audits for specific operational functions.Serves as second-tier support for Account Managers with regard to customer questions, concerns and complaints.Maintains a dialogue with Director of Operations regarding staffing, employee issues and customer concerns to ensure appropriate and timely resolution of issues.Tracks and monitors spending to ensure adherence to the Operations budget.Available for on call rotation for operational issuesPerforms other duties as assigned.