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Contact Center Site Manager, Automotive in Auburn Hills, MI at Concentrix

Date Posted: 7/17/2018

Job Snapshot

Job Description

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

The Contact Center Site Manager will be a leader for an automotive client and responsible for the operation of a single call center or business segment. May oversee operating systems including technology and facilities, policies, procedures, and operating structure. Implements product/service standards. Analyzes operations and efficiency of the call center. Primary responsibilities are related to implementing strategies in a call center operation

Defines, clarifies and communicates client specifications, needs and changes
Manages potential conflict areas between operations execution and client requirements through problem identification and resolution
Liaises with and funnels information to company functional departments on client progress
Ensures billing packages are correct (input correct, data captured and assimilated)
Explores and implements cost reduction strategies through operational and technical solution
Maximizes revenue opportunities within daily operation and program
Analyzes and assesses business growth drivers and profit leverage points
May assist with initial information gathering for new and existing business proposals
Monitors and safeguards reporting accuracy and detail (operations performance, data integrity, quality)
Serves as product knowledge expert for client and business generalist for company
Researches competitor information for feedback to Client / Concentrix
Responsible to motivate, performance manage, and develop Team Leaders
Works closely with HR department to ensure proper recruiting and company policies are understood and effectively performed.
Essential Qualifications:

College Graduate preferable with concentration in Business
Minimum of 5 years Management experience in a Call / Contact Center Environment
Proficient in the use of Outlook, Excel, PowerPoint, (Microsoft Office Products)
Proven Strong Leadership and People Management Skills
Excellent verbal and written communications
Quickly Adapt to change
Flexible work schedule
Strong Metric Management Skills and Analysis
Experience leading large inbound technical support teams
Previous automotive market experience is a plus

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.