www.chimesolutions.com

SEEKING TALENTED TEAM MEMBERS

PEOPLE ARE OUR PASSION

Position Summary: 

Responsible for overall results of assigned business units within a larger business.  This position will lead a cross functional team (Recruiting, Training, Operations, Quality, WFM, etc.) towards the achievement of key business objectives, including full Profit and Loss responsibility.

Position responsibilities:

• Lead cross-functional teams (including both direct and indirect reports) to achieve company goals and drive overall efficiency.
• Establish and execute plans to drive unit profitability.
• Ensure consistent achievement of company and client KPIs (profitability, quality, employee retention, etc.)
• Serve as a main point of contact for all assigned clients and partners.
• Build effective relationships with clients to sustain or increase revenue.
• Maintain clear understanding of the statement of work for all assigned client relationships and maintain compliance with all contractual agreements.
• Manage business unit resources and provide leadership to ensure that production and quality work meets company and client standards.
• Develop staff through Goal Setting Meetings and Mentoring.
• Communicate regularly with upper management regarding performance and areas that are out of compliance with contractual agreements
• Assist with identifying and controlling risks that threaten the achievement of the company’s service commitments and objectives across the organization. 

Essential Skills and Experience:

• Bachelor’s Degree preferred, with 5+ years’ experience in Call Center Operations management, or an equivalent combination of education and experience.
• Demonstrated ability to manage multiple projects.
• Excellent interpersonal and communication skills both written and verbal.
• Previous P&L management experience preferred.
• Proficiency in Word, Excel, Windows, and Outlook.
• Familiarity with multiple call center technologies (CRM, WFM software, Telephony, etc.)

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, and photocopiers/scanners.

 Physical Demands:

While performing the duties of this job, the employee is regularly required to sit for long periods of time, talk, and hear. The employee frequently is required to stand, walk, use hands and fingers, and reach with hands and arms.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. 

General Sign-off: The employee is expected to adhere to all company policies and act as a role model in the adherence to policies.