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.