What are the responsibilities and job description for the Area Superintendent position at vision?

Location

Headquarters - Richardson, TX 75080 US (Primary)

Job Title

Area Superintendent

Requisition #

AS-10065

Job Type

Full-time

Category

Customer Service

Career Level

Manager

Education

Associate's

Travel

Job Description

The successful candidate will manage all aspects of the client relationship and ensure that established goals are not only achieved, but exceeded. We are looking for a leader who can manage and improve upon all operations and activities necessary for ongoing success. Responsibilities include, but are not limited to, the following: Managing all operations related to the client including but not limited to business processes, cross-functional relationships, identifying and driving opportunities for change, incident handling, problem management, monitoring, technology administration, and communicating effectively with business partners, customers, and senior management Investigating and resolving escalated complaints Participating in various meetings to discuss program performance and related issues such as process management reviews, calibration meetings, client conference calls, team lead meetings, etc. Communicating with internal departments and addressing operational concerns related to recruiting, training, quality, reporting, etc. Working with agents to understand their suggestions for process improvement and providing solutions to agents and the client Working to ensure high employee satisfaction and retention by communicating and promoting core values and participating in designing various rewards and recognition activities for assigned program Ensuring client goals are communicated and are a constant focus for agents

Job Requirements

BA/BS degree required Minimum of 5 years of related operations experience in telecommunications/call center or related industry
Must be skilled and knowledgeable of COPC
Advanced knowledge of statistics Advanced computer skills (MS Word, Excel, and Outlook) Must have strong analytical and customer service skills
Must have excellent verbal and written communication skills

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