Êll Center Delivery Manager

«out Conduent Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments – creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day. Job Description Position Objective: Reporting to the Site Director, the Call Center Delivery Manager is responsible for leadership of the Call Center. This innovative thinker will work with the operations management team to ensure the call center is meeting contract service level agreements and quality standards. This person will work in collaboration with the Training Team and Quality Assurance to develop comprehensive plans that will focus on continuous quality improvement by setting goals for meeting service level requirements, improving customer service, and increasing staff efficiency and accuracy. The Call Center Delivery Manager exhibits forward innovative strategies for continuous operational improvements that ensure growth of the business. Primary Duties and Responsibilities: Manage Operations Assist in the overall business unit performance driving SLAs, adhering to business unit metrics. Work with Training Team, the Client and other stakeholders to develop and implement consistent operating policies and procedures to meet contract objectives and resolve complaints quickly. Ensure proper-staffing levels based on needs assessment and budget allocations. Identify training needs based on contract objectives to ensure highly skilled and trained staff. Collaborate with Information Technology support staff and other stakeholders to ensure continuously appropriate and effective use of technical resources, including phone systems and computer resources. Report trends, problems and concerns to Director and adjust operations as needed to address program issues. Develop customer service standards in line with Call Center industry and based on feedback from stakeholders and the Client. Communicate with staff on contract requirements, changes and corporate updates. Drive innovation and efficiencies of business opportunities, applying process improvements and/or new systems. Achieve results through knowledge, empathy and commitment. Assimilate information about government and call center industry to guide call center operations. Staff Oversight Lead day-to-day functions and activities across department, including people management and operational subjects. Define and monitor work priorities of direct reports and hold individuals accountable for responsibilities assigned. Ensure timely, consistent employee performance reviews. Monitor and measure group performance on daily basis, in relation to contract requirements, corporate standards, accuracy, timeliness, program knowledge, flexibility and customer service Ensure quality of information provided to consumers and stakeholders as well as accuracy and timeliness to achieve quality in call center performance. Conduct performance reviews, 1:1’s with direct reports, provide coaching, feedback and administer corrective action when appropriate. Ensure direct reports are compliant with delivery of staff 1:1’s and administration of Conduent workplace guidelines and procedures. Call Management Analysis and Reporting Develop reports on performance measurement and KPIs in order to facilitate business decisions. Prepare and present daily, weekly and monthly reports in line with industry standards on call center, metrics, accomplishments, problem solving, trends and outstanding issues. Analyze data on a daily, weekly and monthly basis to identify trends, staffing requirements and the need for operational adjustments and take appropriate action. Other Duties/Technical Proficiency Special or temporary assignments to achieve immediate, ongoing, and future objectives of the Client. Required Skills/Abilities/Education: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Bachelor’s degree. Minimum of three years of call center management with a proven ability to manage larger operations, preferably in government services to consumers, particularly health and human services or an equivalent combination of education and experience preferred. Strong management and organizational skills. Demonstrable ability to implement training and quality plans for start-up and on-going operations. Experience with learning management systems and related training and quality evaluation tools. Strong verbal and written communications skills, strong interpersonal skills, and ability to work in a team environment. Ability to communicate effectively through clear, concise written documentation, verbal presentations, and interviews. Strong analytical and problem-solving skills. Flexibility and adaptability to fast paced, changing operational environment with multiple-competing priorities and deadlines. Proficiency with MS Office Suite (Word, Excel, Outlook, etc.). Ability to devote the time required to meet the business needs of call center operations. Experience in public sector healthcare, public assistance programs a plus. Closing Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the