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Call Center Operations Director - Hyattsville Maryland
Company: MV Transportation Location: Hyattsville, Maryland
Posted On: 05/02/2024
Overview If you reside in California, please see our California Applicant Privacy Policy for more information about our data handling practices and your data rights: -
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Responsibilities MV Transportation is seeking a---Call Center Director---to control the daily operation of the Call Center, in compliance with the policies of the client and in conformance with MV procedures. Responsible for the daily system performance in all functions of operation, including supervision of floor Supervisors, Dispatchers, Reservationists and Schedulers. -Responsibilities: - - To clearly communicate and establish all client strategies and procedures at various levels. -
- To provide---feedback regarding operation of the call center including budgeting, scheduling, performance management, and goal setting. -
- To demonstrate sound management of client policies to achieve profitable goals in a profit centered environment. -
- To implement operating systems, procedures and policies inside the call center that includes its implementation, development, and improvement -in order to -achieve overall goals of the system. -
- Managing a team of call center representatives directly and directing their activities for the achievement of call center targets and goals. -
- Monitoring team performance to ensure that the call center goals are met and supporting call center quality and training efforts. -
- To provide leadership and management to employees. -
- Define and drive talent management for onboarding new and assessing current staff to ensure role competence and growth. -
- Manage MV/Taxi partnership to ensure highest quality and profitability. -
- Meet with other management heads regularly to ensure all interdepartmental interaction and communication meets and exceeds service expectations. -
- Empower and hold staff accountable for delivering exceptional professional service that meets or exceeds all contractual and MV compliance requirements. -
- Understand the MV blended model strategy and individual provider productivity goals. -
- Actively supervise, -monitor -and manage within the dispatch/scheduling department through random audits, regular one to one meetings and annual performance reviews. -
- Observe, identify and ensure all employee relation matters are dealt with in line with contract company and customer policy, to -include: -capabilities, individual KPI's, managing absence and disciplinary matters. -
Qualifications Talent Requirements: - |
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