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TPCC Manager

Company: NSD NEWCO
Location: Boca Raton
Posted on: September 18, 2022

Job Description:

Description

Duties and Responsibilities:

  • Oversees 3rd party call center operations
  • Manages daily, weekly, monthly, and annual KPI requirements of our 3rd party call centers
  • Manages learning and development, new hire training, and ensures staffing requirements for all 3rd party business partners
  • Runs calibration sessions with our 3rd party call center business partners leadership teams to ensure compliance with NSD curriculum and client requirements
  • Meets 3rd party call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
  • Designs and prepares 3rd party call center performance reports by collecting, analyzing, and summarizing data and trends.
  • Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; and reviewing professional publications.
  • Accomplishes KPI goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
  • Review client relations and complaint resolution regarding all 3rd party components at our external call centers.
    Education and Work Experience:
    • 5 plus years of Call Center Management Experience
    • College degree preferred

      Knowledge and Skills:

      To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position.
      • Must maintain highest level of Confidentiality at all times.
      • Ability to communicate effectively (verbal and written)
      • Excellent interpersonal skills
      • Proficient computer skills: must have working knowledge of Excel and Word,
      • Ability to multi-task, follow up, and meet deadlines
      • Strong attention to detail
      • Ability to identify discrepancies and take initiative to research variances and correct
        • Customer Focus, Customer Service, Verbal Communication, Informing Others, Process Improvement, Problem Solving, People Skills, Teamwork, People Management, Managing Processes, Emphasizing Excellence

          Hours Required: 40 hours a week, occasional evenings and weekends may be required.

          10% -25% Travel

          Physical Demands:

          The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

          While performing the duties of this job, the employee is frequently required to talk or hear, sit, use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and occasionally required to stand; walk; climb stairs. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by the job include close vision and the ability to adjust focus.

          Work Environment:

          Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

          The usual environment is in a business office with a noise level in the work environment that is usually moderate.

          This is an Exempt position.

          This job description reflects management's assignment of essential functions, and may be subject to change at any time due to reasonable accommodation or other reasons.

Keywords: NSD NEWCO, Boca Raton , TPCC Manager, Executive , Boca Raton, Florida

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