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

Date Posted: 5/23/2018

Job Snapshot

Job Description

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
 
Responsibilities:
  • 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