ConduitHR Looking for Call Center Manager at New York, NY Full Time

Title: Call Center Project Manager

Location: New York, NY (Onsite No Remote)

Type: Fulltime

Salary: $90K-110K with health benefits

Job Description:

The major responsibilities of the IT Project Manager are:

Operations Management

· Manage various critical aspects of an operation: CC SLAs, client requirements, team management, productivity management, operations issues, and risk management

· Manage timely, high-quality, and cost-effective service delivery to the client as perv the SLAs

· Create operations plan to establish operations and manage the changes

· Work with call center agents and team leads to ensure success of the total operations

· Define and implement DR and Backup plans for the operation

· Ability to implement multiple process improvement ideas resulting in improvement of KPI’s

· Ability to Lead engagements

· Transition Multiple Workstreams to the current helpdesk or expanded business

· Improve Customer Experience measured through team CSAT

Resource Management

· Optimize resource allocation, ramp-up and ramp-downs

· Ensure smooth induction of resources in the operations

· Reward and recognize performance

· Provide motivation and direction to the team for successful completion of tasks

· Delegate responsibility appropriately and empower team members to deliver results

· Foster a team environment that attracts and retains world-class talent

· Ensure that each team member has adequate skills and knowledge on operations and processes.

Communication and Collaboration

· Be the single point of contact (SPOC) for various support groups

· Map out communication protocol and the points of communication between clients and partners

· Facilitate regular communication and coordination involving client team with the rest of the operations team and answer questions related to project progress, performance, and decisions

· Provide regular status updates to the client via emails, scheduled status meetings, ad-hoc discussions etc.

Job Type: Full-time

Salary: $90,000.00 – $110,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• Monday to Friday

COVID-19 considerations:
Yes

Ability to commute/relocate:

• New York, NY 10122: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Call center management: 7 years (Required)
• service delivery: 7 years (Preferred)

Work Location: One location