Senior Manager-Customer Care Voice-Inbound

Support and track the delivery of performance aligned with client expectations

• Lead a team with of Managers, and Supervisors in day-to-day functions, including directing, planning, supervising
  
  

and evaluating the work for assigned staff. Coordinates workflow to achieve the volume expected to meet

operational requirements.

• Plan and lead the execution of employee engagement, rewards and recognition to help drive performance and
  
  

mitigate attrition.

• Develop staff by assessing leadership competencies and promote training and career planning, coaches
  
  

employees for career development. Provides inputs into hiring decisions.

• Monitor performance of each business unit according to established standards. Provides performance feedback;
  
  

prepares fair, accurate, thorough performance reviews.

• Accountable for meeting business goals and coordinates with other units to ensure alignment of processes to
  
  

minimize revenue loss.

• Develops relationships and communicates issues of importance within the department and/or business unit.
• Recognize and recommend operational improvement.
• Use appropriate tools to manage conflict; responds to operational issues within defined areas of responsibility
  
  

while handling special projects.

• Monitor and ensure compliance with department, business unit, and regulatory company standards and
  
  

practices.

• Identify internal and external resources to achieve established business goals within specified parameters;
  
  

manages expenses in compliance with financial practices and standards.