The Sr. Manager of Call Center Operations oversees Call Centers in their support of customers encountering technical or customer service problems in connection with the company's products.
- Collaborates with call center management team on day-to-day operations to provide quality service to customers and to achieve required operational KPIs, such as NPS, SLA, ABR and other productivity metrics.
- Perform as strategic and operational lead between contact center and internal support organization.
- Adheres to the companies “Best in Class” service model to increase NPS and customer satisfaction.
- Supervises call center supervisors, team Leads and representatives who are answering customer inquiries via multiple support channels.
- Ensures call center supervisors, team leads and representatives are properly trained, in collaboration with Training and QA functions, when old products are upgraded, or new products are released.
- Acts as point of contact for local/regional executive escalations for customer support and service as required.
- Develops and evaluates personnel to ensure the efficient operation of the function.
- Improves existing procedures for outsourced and insourced resources.
- Establishes and maintains internal CRM, KBA and/or LMS systems that provide answers to common questions and problems.
- Develops and adheres to operations budget.
- Reviews call center billing invoices for discrepancies.
- Communicates with legal counsel and safety department to ensure all processes are compliant.
- Other duties as assigned.
