Directs and coordinates activities concerned with the operation of a calling center within company guidelines and policies.

Essential Duties and Responsibilities

• Coordination of information between Client Services, Operations, Quality Assurance, Training, and related departments to ensure that all client and company goals are being attained.
• Assist with gathering and communicating client expectations in a completely documented form from intake to final wrap-up.
• Collect, analyze and present all appropriate program data to improve performance on all programs.
• Help lead Client Services team towards the attainment of all client KSI’s
• Aid in documenting, facilitating, and implementing all program start-ups ensuring successful test programs are completed leading to roll-outs.
• Coordinate with Operations and related departments to secure adequate resources.
• Attendance for all “key” client remote monitoring sessions.
• Ensure adherence to all company, D.M.A., F.C.C., client and all other applicable regulatory agencies’ guidelines and policies.
• Manage calling performance on all programs to meet and exceed all client and company expectations.
• Help staff the center for all positions to assigned levels to ensure the proper productivity.
• Ensure training of center employees including Operations Supervisor, Customer Service Representatives and other related positions.
• Assure that a clean and safe working environment is available including the maintenance of an adequate supply of equipment.

Supervisory Responsibilities:

• This position requires indirect supervision of Operations Supervisors and Agents.

Qualification requirements:

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or Experience:

• Bachelor’s degree from a four-year college or university; and three to five years related experience and/or training; or equivalent combination of education and experience. A preferred degree for this position is a BS in Business Administration. Working knowledge of Microsoft Office programs required. This position requires excellent communication skills both verbal and written.

Company Information:

TLC Associates is a company that is inspired by our power to Connect. We pride ourselves on this ability by focusing on connecting with our clients by aligning with their goals tightly. We connect with their customers by hiring the best possible team members capable of delighting them with amazing experiences. At the forefront of our connection is the priority we place on connecting with our employees by rewarding, motivating, and delivering on our promise of a fun, family-oriented work environment that fosters success. For more information, visit www.tlcassociates.com or call 954-562-9026.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

COVID-19 considerations:
Following social distancing guidelines as recommended by the CDC and local officials.