Manager Operations - Call Center

Touchstone Communications is a US based 400 seat inbound/outbound contact center providing world-class offshore integrated customer contact solutions primarily to the sales industry.

We are looking for the right candidate who can fit in with our team of experienced Call Center Leadership and excel in over achieving our sales targets.

The ideal candidate will:

• Manage a team of up to 25 call center associates including; interviewing, hiring, and training employees, appraising performance, rewarding and disciplining employees, addressing complaints and resolving problems, designing and producing various statistical reports to measure efficiency of associates using direct and indirect call observations, one-on-ones and team meetings.
• Analyze sales statistics to formulate goals and objectives and to assist field and outbound sales associates in increasing sales.
• Participate in planning, coordinating and implementing sales promotions, contests, etc.
• Ensure that all incoming phone calls and emails are answered promptly and correctly and that customers are given one call resolution to their issues.
• Oversee workforce forecasting and planning to insure necessary staffing levels to meet service standards. Insure the recruitment, selection, and retention of highly qualified and motivated candidates.

This is a Manager Level 1 position.

KEY REQUIREMENTS

• College graduate required, MBA preferred.
• Reporting and Report writing skills necessary.
• Call Center Experience necessary in a supervisory role.
• Strong communication and interpersonal skills are essential.
• Proven project and program management experience, with ability to drive change and transformation.
• Self motivated and ability to coordinate and prioritize multiple tasks.
• Ability to demonstrate strategic thinking with transition to actionable oriented programs.
• Must be flexible to work all shifts and be on call.

Touchstone offers bright prospect of career growth and exposure in a multinational environment. Our management shares in the company's success and we offer paid training opportunities, monthly, yearly and special retention bonus and the opportunity to advance in the field of Call Center Operations.