Operational Management :
- Oversee the daily operations of the call center, ensuring all activities align with federal contract requirements.
- Coordinate with the prime contractor to ensure seamless integration and collaboration.
- Monitor call center performance metrics and implement strategies for continuous improvement.
- Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).
Team Leadership :
- Lead, mentor, and develop a team of call center Managers and Supervisors.
- Conduct regular team meetings to communicate goals, provide feedback, and address any issues.
- Manage staffing levels to ensure adequate coverage and efficient operations.
Compliance and Quality Assurance :
- Ensure all operations comply with federal contract regulations and guidelines.
- Maintain quality assurance processes to monitor and improve call center performance.
- Conduct regular audits and reviews to identify areas for improvement and ensure compliance.
- Address and resolve any compliance issues promptly.
Customer Service :
- Foster a customer-centric culture within the call center.
- Handle escalated customer inquiries and complaints effectively and professionally.
- Analyze customer feedback to identify trends and implement corrective actions.
- Work with the prime contractor to develop and enhance customer service strategies.
Reporting and Analysis :
- Prepare and present regular reports on call center performance, compliance, and customer satisfaction to senior management and the prime contractor.
- Utilize data analysis to identify trends, forecast future needs, and make informed decisions.
- Implement and monitor key metrics to measure the success of call center operations.
Education and Experience :
- Bachelor's degree in Business Administration, Management, or a related field preferred.
- Minimum of 5 years of experience in call center management, with at least 2 years in a supervisory role.
- Experience working with federal contracts and an understanding of federal regulations.
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