Fusion BPO Services Hiring for Call Center Operations Manager – BPO Services (North America) Job at Spindale, NC Full Time

About Fusion BPO Services:

Fusion BPO Services began in the mid-90s in India. In North America Fusion is headquartered in Canton, Ohio. As a mid-size U.S.-based company, we offer flexible, scalable, and cost-effective BPO solutions for both large and mid-size clients from the healthcare, Utilities & Energy, BFS, retail & Ecommerce and various other sectors. We have BPO space across NA, LATAM, EMEA and QPAC.

Our Vision:

Fusion aims to be a pioneer of change in the shared services industry & pave the way for:

· Impeccable Customer Service

CALL CENTER MANAGER JOB POSTING

Job Title: Call Center Manager

Reports To: Director, Call Center Operations

Status: Exempt

Summary: The Manager, Commercial sales and service Call Center holds primary responsibility for the direct supervision of supervisory and support personnel within the Cambridge office. They will possess responsibility for developing, organizing, directing and maintaining Call Center functions.

Responsibilities:

• Responsible for implementing, supporting, and maintaining the Call Center resolution of caller issues, questions, and/or problems in timely, accurate, and courteous manner
• Develops and supports implementation of overall strategic plan and departmental budget in order to achieve service center and/or plan financial and organizational goals
• Develop and manage a call center with capability to support inbound client KPI’s
• Support market-driven operational initiatives and provide strategic input to Senior Management
• Effective communication of issues and problem resolution to service center and corporate management as necessary
• Identifies new opportunities to improve operational effectiveness and implement recommendations for improvement
• Develop, document, and maintain efficient administrative policies, procedures, and processes to be used in leading the team to meet operational objectives and performance standards
• Facilitate to identify, hire, train, and evaluate call center staff; provide coaching to improve performance and achieve stated goals
• Review and maintain oversight over the creation of effective employee training programs and materials
• Ensure optimal sales and customer services are provided (internal and external) within applicable departmental and regulatory guidelines.

Experience:

• Four years minimum call center management/supervisory experience in commercial sales and service sector
• 5 years minimum experience with cellular sales

Essential Skills:

• Demonstrated superior leadership and interpersonal skills
• Strong team building and management skills
• Strategic cognitive and analytic skills encompassing data analysis and interpretation
• Detail orientation, strong organization, and time management skills
• Ability to work independently and take initiative
• Creative problem solving skills and techniques
• Professional in appearance and demeanor

Education/Certifications:

• Bachelor degree preferred, not required

Travel Required:

• · As needed to meet business needs

Physical Demands/Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Work is performed in a professional office setting with a business casual dress environment. Working extended hours may be required as needed. Extended periods of sitting and or standing, telephone work and/or computer work, as well as interactions with other staff members. The noise level in the work environment is usually moderate.

Job Type: Full-time

Pay: $80,000.00 – $125,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off

Schedule:

• 8 hour shift

Supplemental Pay:

• Bonus pay

Education:

• Bachelor’s (Required)

Experience:

• Call center: 1 year (Preferred)
• management: 5 years (Preferred)
• cellular sales: 5 years (Preferred)

Work Location: One location