Manage all standard operating procedures (SOPs) related to the client program, ensuring consistent administration of company policies and procedures.
Provide ongoing coaching, training, motivation, accountability, and performance management to team members and leaders.
Ensure timely completion of performance evaluations and delivery of corrective actions in accordance with company policy.
Conduct interviews and support staffing decisions for the client program.
Develop a thorough understanding of client program requirements, performance metrics, and company product measurements, implementing procedures to improve results.
Maintain working knowledge of all systems supporting program operations, including ACD, IVR, scheduling, reporting, and monitoring tools.
Build and maintain strong working relationships with internal departments, external partners, and clients.
Ensure clear, consistent communication and implementation of all client program updates and changes.
Partner with the Quality Manager to align operational practices with client expectations and quality standards.
Serve as the primary point of contact for daily client communications, providing updates, feedback, and recommendations.
Ensure full understanding and compliance with all contractual obligations, including participation in RFP/RAB processes as needed.
Support prospective client presentations and business development initiatives.
Assist with the preparation and management of monthly and annual program budgets.
Oversee financial processes, including payroll, accounts payable, accruals, revenue tracking, expense reporting, and invoice generation and approval.
Lead staffing forecasts, scheduling, and volume projections using the call center’s workforce management tools.
Identify opportunities for continuous improvement, best practices, and revenue growth.
Develop and support short- and long-term business planning for the client program.
Maintain focus and adaptability in a fast-paced, changing environment while meeting performance goals and deadlines.
Perform additional duties as assigned by management.
