Senior Manager

• 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
  

• Reviews and approves all billing regarding their projects in the organization
• All other duties as assigned
  

Requirements

• Education Requirements:
• Bachelor's degree in Industrial Engineering or Business Administration or related area
• Field Experience:
• At least 10 years of contact center, back office, or BPO experience including 4 years in a supervisory role and 4 years in a management role
• Position Experience:
• At least 4 years of experience in a Contact Center or Back Office management role
• Other Qualifications:
• Experience in managing Bilingual (English/Spanish) call center operations for customer service and interpretation services highly preferred
• Proficiency in Microsoft Office including but not limited to Word, Excel, PowerPoint and Outlook required
• Proven experience managing more than 300 full-time employees or a specific call center industry BPO market segment highly preferred
  

• Excellent leadership and mentoring skills
• Excellent written and oral communication skills
• Demonstrated analytical/problem-solving skills
• Excellent multi-tasking skills
• Detail-oriented
• Excellent interpersonal skills
• Proactive thinking
• High proficiency with the full Microsoft Office Professional suite
  

Benefits