itelBPO Smart Solutions


At itelbpo, our entrepreneurial culture is sustained by our shared core values of Quality, Integrity, Reliability and Family.

Key duties include (but are not limited to):

  • Oversees the day-to-day activities of staff to ensure company standards for customer service are maintained
  • Plans, prioritizes and delegates work tasks to ensure proper functioning of the teams to achieve site goals/objectives
  • Implements customer service policies, procedures and standards of performance.
  • Provides feedback to Director on performance results compared to budgeted expectations - identifies deviations in performance and resolves variances
  • Utilize reports as well as solicit management and staff feedback to enhance existing processes and procedures, to improve actual service level attainment and drive positive financial results
  • Participate in interviewing and hiring staff members, evaluate performance and recommend merit increases, assist in career development, and discipline employees as necessary up to and including termination. Assist in the evaluations of skip-level staff members and recommend merit increases, career-pathing, promotions, or disciplinary action
  • Identify training needs and coordinate training. Ensure each employee has the skills, training, equipment and tools necessary to provide a world-class level of service
  • Champion Continuous Improvement which includes the development and analysis of reports and the implementation of solutions that improve service delivery, including the development of new policies, delivery of additional training, and identification of proactive solutions to address potential quality issues
  • Conduct weekly team meetings, communicate recommendations for improvement as necessary, and provide status reporting to the Director
  • Interacts with client to bulid relationship management to support partner goals, market expansions and related growth strategies
  • Works on new initiatives to support cost plus and bulk partner relationships

Knowledge, Skills and Abilities:

  • Communicates effectively, cooperatively and persuasively
  • Practical understanding of customer service, process metrics and analytics
  • Proficient Microsoft Office Suite skills (Word, Excel, PowerPoint) & Google Docs, hands on user of quality systems and forecasting tools
  • Proven ability to meet deadlines, manage multiple priorities and achieve results in a fast paced and demanding work environment.
  • Demonstrated ability to foster an environment of team work, customer satisfaction, communication, approachability and empowerment.
  • Has managed larger scale teams of 50 or more team members
  • Must be detailed oriented, strong ability to multi-task
  • Exceptional problem solving skills - must be able to identify areas of concern and offer solutions/recommendations.
  • Excellent written and verbal communication skills

Minimum Education/Training:

  • 1+ years experience in a management capacity (not supervisory), preferably in an inbound/outbound customer service, sales or collection center
  • Business Process Outsourcing (BPO) client management experience helpful
itelBPO Smart Solutions
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