Director,Contact Center Job
Date: Jul 27, 2014
Location: Sudbury, ON, Canada
Summary of Job Function
Oversees the day-to-day operation of a 24/7/365 call center and/or off phone environment. Ensures metric standards and SLA’s are met, while supporting the development of individual team members. Maintains close contact with client relations, project management areas to stay involved in client needs. Resolves customer issues by analyzing the situation and producing effective and practical solutions.
§ Provide vision, direction and leadership to team members working within a 24/7/365 call center / off phone environment. May include responsibilities for domestic and/or global TSYS locations.
§ Accepts responsibility for business Coordination with multiple clients and all new prospects for both the TMS IVR (Edify) and the TSYS IVR (I3).
§ Be proactive in negotiating contracts with new and existing clients for call center / off phone and IVR services within the company.
§ Participate in discussions with potential clients regarding call center and IVR operations and potential service level agreements (SLA).
§ Responsible for developing policies and procedures to limit financial risk and improve productivity. Oversee multiple team functions to ensure optimal staffing levels, team member productivity and quality customer service.
§ Communicate with clients regarding contractual service agreements, customer service survey results and financial liabilities, as well as helping develop ways to increase client efficiencies within managed services.
§ Assist Client Relations/Project Management in focusing on profitability and efficiencies during client conversions by participating in division discussions, beginning with contract negotiations and ending with actual conversions.
§ Develop short-term and long-term strategic planning goals for the division through weekly management r meetings.
§ Resolve escalated customer issues that are not resolved at the department manager level.
§ Delegate tasks effectively while taking advantage of staff diversity regarding talents and skills.
§ Assist the Senior Director of Contact Center Operations as necessary.
§ Supervise eight Direct Reports; six are Associate Directors.
§ Develop and adhere to annual budget for TSYS Managed Services.
§ Keep team members informed of TSYS Human Resources policies and procedures and for following-up with Human Resources regarding any occurrences that might require their attention.
Required Knowledge, Skills and Abilities
§ Exhibit characteristics that align with corporate leadership and core values.
§ Listen well and utilize information.
§ Ensure meaningful performance evaluation meetings and documentation.
§ Understand the clients’ business and collaborate with the clients to meet their objectives.
§ Plan and manage to annual budget for cost center.
§ Understand the factors which enable TSYS to prosper.
§ Work well in a fast-paced, high pressured environment with irregular hours.
§ Travel as required.
§ Possess and apply specialized knowledge unique to the organization using common methods and principles.
§ Analyze information for routine problem resolution.
§ Plan and lead the work efforts of others.
§ Demonstrate appropriate leadership style in varying circumstances.
§ Guide team members performing progressively complex duties.
§ Possesses broad knowledge of new and existing technologies within the industry, as they apply to the area of responsibility.
§ Possesses broad business and industry knowledge.
§ Negotiates or settles matters involving divisive issues.
§ Provides broad operational and some strategic leadership.
Education and/or Experience
Four year college degree and ten or more years professional experience or 12 or more years professional experience is required. Previous management experience is required for leadership and previous experience managing teams or projects is required for matrix management. Some appropriate TSYS experience is preferred. Six Sigma Green Belt certification is preferred.
Job: Contact Center
Primary Location: CAN-ON-Sudbury
Organization: TSYS Managed Services Canada
Recruiter: Debbie C Beitschat
Job Segment: Manager, Strategic Planning, Call Center, Management, Strategy, Customer Service, Service