Gerente De Call Center

Job Summary / Overview:
The Account Manager is in charge of the staff, premises, operations and their relationship with the Clients as appropriate for his or her program/s and site/s, ensuring that financial and quality targets are achieved according to budget, using company standards that are applicable for the business. Account Manager is responsible for operational delivery (Performance and P&L).

Key Responsibilities and Accountabilities:
• Manages and is responsible for day-to-day activities of one or more unit of operations.
• Strategic planning and execution to enhance profitability, productivity, and efficiency throughout the company’s operations.
• Manage the daily/weekly/monthly P&L
• Develop annual operating budgets and provide fiscal direction of the department.
• Oversees the daily operation of the call center and its various components, ensuring contractual compliance and KPI goals. Including Client ,
Employee and Costumer satisfaction.
• Prepares/reviews financial and/or operational analysis and reports on a daily/weekly/monthly basis.
• Spends time on floor to audit current procedures to monitor and improve efficiency of operations.
• Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if
appropriate.
• Develops or assists with the development and implementation of policies and procedures consistent with those of the organization.