Senior Manager

Manages all production projects to meet or exceed gross margin targets for all assigned projects

· Manages all production projects to meet or exceed all client Service Level Agreements, or other client contractual obligations, for the assigned projects

· Develops, implements and maintains budgets for assigned production projects

· Coordinates and attend recurring status meetings with clients

· Maintains and updates the production portion of the monthly operations metrics to the DATAMARK Executive Management

· Assigns Managers to projects, including new projects

· Leads the design of workflow and production processes and is the final approval for those processes

· Determines the productivity standards in such a way that the financial goals of the projects assigned to them are met and creates bonus incentive plans for all production personnel designed to assist in meeting the productivity standards

· Creates and delivers presentations for both clients and Executive Management that accurately reflects the quality, productivity and financial performance of assigned projects

· Fosters and maintains an excellent customer relationship with DATAMARK customers in order to enhance customer satisfaction as well as service opportunities

· Utilizes the DATAMARK ISO BPMS (Business Process Management System) or site-specific BPMS system to control the contact center operations and ensures documentation is current, training materials are up to date and effective, and production practices are consistent with contractual obligations.

· Responsible for creating and managing a mentoring/succession plan for the production department for their assigned projects which will enable them to continuously identify and develop our future production leaders and managers

· Assists Commercial Management and Business Development in creating accurate pricing

· Participates with Commercial Management and Business Development on RFP’s

Capable of conducting the work activities of any manager when necessary

· Reviews and approves all billing regarding their projects in the organization

· All other duties as assigned

Minimum Qualifications:

· Education Requirements:

o Bachelor’s degree in Industrial Engineering or Business Administration or related area

· Field Experience:

o At least 10 years of contact center, back office, or BPO experience including 4 years in a supervisory role and 4 years in a management role

· Position Experience:

o At least 4 years of experience in a Contact Center or Back Office management role

· Other Qualifications:

o Experience in managing Bilingual (English/Spanish) call center operations for customer service and interpretation services highly preferred

o Proficiency in Microsoft Office including but not limited to Word, Excel, PowerPoint and Outlook required.

o Proven experience managing more than 300 full-time employees or a specific call center industry BPO market segment highly preferred

Required Skills:

· Excellent leadership and mentoring skills

· Excellent written and oral communication skills

· Demonstrated analytical/problem-solving skills

· Excellent multi-tasking skills

· Detail-oriented

· Excellent interpersonal skills

· Proactive thinking

· High proficiency with the full Microsoft Office Professional suite

PF, Gratuity, Mediclaim, PLI