Senior Manager-Contact Center

DATAMARK, Inc. is looking for a dedicated and strategic Senior Manager for our Contact Center to lead our operations and drive continuous improvement in delivering exceptional customer service. The Senior Manager will be responsible for overseeing the contact center's overall performance, developing and implementing strategic initiatives, and ensuring that our teams are aligned with the company's goals and values.

In this role, you will manage a sizable workforce, optimize workforce management, oversee operational standards, and ensure compliance with policies and procedures. Additionally, the Senior Manager will analyze performance metrics, leading initiatives to enhance efficiency and productivity while maintaining high service quality. The role requires strong leadership skills, a customer-focused mindset, and the ability to foster a positive and collaborative environment. The annual salary for this position is $90,000.

Requirements

• Bachelor's degree in business administration, management, or a related field preferred.
• Minimum of 5 years of contact center management experience, with a demonstrable background in leadership and operational excellence.
• Manages all production projects to meet or exceed gross margin targets for all assigned projects
• Manages all production projects to meet or exceed all client Service Level Agreements, or other client contractual obligations, for the assigned projects
• Develops, implements and maintains budgets for assigned production projects
• Coordinates and attend recurring status meetings with clients
• Maintains and updates the production portion of the monthly operations metrics to the DATAMARK Executive Management
• Assigns Managers to projects, including new projects
• Leads the design of workflow and production processes and is the final approval for those processes
• Determines the productivity standards in such a way that the financial goals of the projects assigned to them are met and creates bonus incentive plans for all production personnel designed to assist in meeting the productivity standards
• Creates and delivers presentations for both clients and Executive Management that accurately reflects the quality, productivity and financial performance of assigned projects
• Fosters and maintains an excellent customer relationship with DATAMARK customers in order to enhance customer satisfaction as well as service opportunities
• Utilizes the DATAMARK ISO BPMS (Business Process Management System) or site-specific BPMS system to control the contact center operations and ensures documentation is current, training materials are up to date and effective, and production practices are consistent with contractual obligations.
• Responsible for creating and managing a mentoring/succession plan for the production department for their assigned projects which will enable them to continuously identify and develop our future production leaders and managers
• Assists Commercial Management and Business Development in creating accurate pricing
• Participates with Commercial Management and Business Development on RFP’s
• Capable of conducting the work activities of any manager when necessary
• Reviews and approves all billing regarding their projects in the organization

Benefits

• All benefits required by law
• Life insurance
• Savings plan
• Paid training
• GMM - Gastos Medicos Mayores