Vacante de Empleo en Alorica Dominicana

Job Functions

• Daily Program Operations Management.
• Staff Development, Mentoring.
• Daily Progress Reporting.
• Budget and Fiscal Management of Program.
• Quality Assurance/Process Improvement.

Key Job Responsibilities

•  Enforce daily service objective performance goal of 95% – 100%
• Enforce development of supervisor team to including establishing performance expectations, training, coaching, and performance appraisals.
• Ensure performance goals and met to pre-established expectations.
• Manage and monitor project start-up, assessing needs, design and development.
• Implement innovative approaches to maximize efficiency and profitability.
• Oversee and review the daily IT process to ensure that results are reported accurately.
• Monitor and report on project and program results.
• Maintain effective levels of communication at all levels of all pertinent information, to include corporate and/or client objectives, performance outcomes and expectations, etc.
• Oversee efforts to address problems related to program performance.
• Develop and manage all support staff working with Operations.
• Ensure Quality Assurance feedback is obtained by all telephone representatives for training and quality improvement purposes.
• Administer performance appraisals and corrective action as required.

Minimum Education And Experience

• Bachelor’s degree required or related equivalent experience.
• Extensive experience in project management and operations management in a customer service or call center environment.

Knowledge, Skills And Abilities

• Client advocates with strong customer service skills.
• Excellent interpersonal skills.
• Ability to manage numerous programs requiring attention to detail.
• Flexibility and versatility in problem analysis and resolution.
• Ability to communicate across functional lines particularly as regards database development.
• Demonstrated knowledge of interviewing and selection process.