Shift Management Function: Monitor daily all areas of performance metrics (call handling times, service levels & quality grades) to assure that standards are met across the board referring to a database, a program or reports.Work with Shift Manager/Team Leaders to administer program and implement both client and in house policy.Attend client meeting on a weekly basis or as needed to discuss the program performance based on the key operational metrics.Interface with client during visits, do presentation regarding performance of the program if need be and escalate issues that are out of the ordinary.Monitor daily all areas of performance metrics to assure that standards are met across the board using the chronicle.Attend weekly operations review and present action plans to issues that need to be addressed.Collate and respond to operational issues as reported by Shift Managers/Team Leaders – as needed.Escalate operational issues beyond level of authority to the Operations Manager/Sr. Operations Manager/ Director of Operations – as needed.Inform Account Manager, Operations Manager and Director of Operations when the system needed (system error/downtime) to handle calls are not working effectively – as needed.Submit weekly and monthly ops review report to the Operations Manager/ Director of Operations.Quality Management/Standards Compliance Function: Minimize or manage at acceptable level the customers' complaintsWork with Account Manager, Operations Manager and Operations Director to further develop program and implement policy – as needed.Work with the Shift Managers or Team Leaders in coordination with other groups in coming up with programs that will help further develop the associates.Recommend new or modifications to existing procedures to ensure Continuous Process Improvement (CPI).Evaluate management and contact center practices for possible modifications that will result in increased employee efficiency and satisfaction.Staff Development Function: Ensure that the Contact Center meets productivity standards – daily.Provide daily leadership and motivation to a team.Conduct monthly one-on-one coaching to Shift Managers/Team Leaders and provide feedback to drive performance and reduce cost using data from reports on Attendance, handling time, productivity and quality grades.Devising a strategic communication plan to ensure all changes are relayed on time and accurately.Conduct weekly meeting with Shift Managers/Team Leaders and discuss team and program performance, issues and share best practices.Design development plans for Shift Manager/Team Leaders. Prepare for succession plan if in case the position got vacated in the future.Initiate and support all employee satisfaction and workplace programs.Consult personnel / program issues to Operations manager/ Operations Director in terms of further decision-making.Coordinates with client for login ID upgrades due to promotion and/or deletion of network IDs from the system for voluntary/involuntary attrition.Program Administration Ensures confidentiality, integrity, and availability of information critical to fulfilling the organizations business functions.Reports Information Security related incidents without any delay to the right authority.Responsible in ensuring that privacy policies and procedures are communicated and understood by the team.Responsible for identifying the risks associated with the identified assets and development of appropriate controls for its mitigationAssesses the adequacy and coordinates the implementation of specific information security within the area of responsibilityEnsures protection of individual assets and ensure understanding of Operations on the security processes and controlProtects the organization's assets thru upholding the principles of the Quality Information Security Management System.Conducts periodic checks of people assets (NIDs, Headcount and Access withdrawal) and check if these assets are properly accounted forConducts periodic checks and inventory on system IDs and facilitates monthly reconciliation thereafterConducts regular updates on the organizational policies and proceduresReport security incidents as quickly as possibleMonitors significant changes in the exposure of information assets to major threatsEncourage the members of his team to report any observed or suspected security weaknesses in, or threats to systems or servicesProgram Development Conducts regular audits and risk assessments to demonstrate compliance with the clients, regulatory, state and accreditation requirements.Works closely with Audit Team, as well as Process Owners of different business units and functional areas in assessing the adequacy and effectiveness of quality and security controls, policies and procedures and corrective/preventive action plans.Maintains and submits all required reports on or before the deadlines ensuring completeness, accuracy, quality and integrity of informationDesigning, implementing and analyzing reports to establish patterns and trends of compliance issues as they may arise.Providing quantifiable data to all quality and compliance judgments that are made.Qualifications: Must be a graduate of any coursePreferably with more than 4 years of managerial experience in OperationsAble to face and interact with clientsMust be willing to work onsite in Bridgetowne, QC on a GY/shifting schedule
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