31 dic
Ey
Miguel Hidalgo
The Call Center Operations Manager is responsible for the overall operations of the call center, managing a team of on-site customer service professionals with a focus on providing exceptional customer support. If you are a high achiever, you have a startup mentality, you are motivated by learning, helping others and achieving goals, and you are a team player who can effectively manage, communicate, and work with others, this role is for you.
We are looking for an Assistant Director to manage an in-bound call center and a centralized mailbox for Finance-related queries in accordance with established department and firm policies, procedures, and Service Level Agreements (SLAs). This includes strategic and tactical planning,
monitoring results and established benchmarks, and meeting department goals and budgets.
**Essential functions of the job**
- Manage your team to achieve key performance indicators (KPIs) with a focus on quality assurance (QA), schedule adherence, and employee satisfaction
- Collect data from internal call management system and analyze to develop strategies to meet and exceed KPI’s
- Collaborate with internal stakeholders to improve internal policies and procedures
- Develop your team through ongoing coaching, mentoring, training, and inspiring
- Provide a positive work environment that fosters teamwork and improves employee retention
- Hire, develop, and inspire a team of customer support representatives
- Challenges existing processes and approaches; prioritizes and manages the implementation of department initiatives and projects that improve operational efficiency, effectiveness, internal controls, and/or customer service
- Implements opportunities that improve operational efficiency, effectiveness, internal controls, and/or excellent customer service
**Analytical/ Decision making responsibilities**
- Supporting our internal partners/employees to navigate through our complex finance systems, policies, and procedures
- Frequently educating our partners/employees on policies and procedures
- Supporting our partners/employees to have a better user experience with our complex finance systems
- Implements opportunities that improve operational efficiency, effectiveness, internal controls, and/or excellent customer service
- Approves operational policies and procedures
- Approves benchmarks and/or KPI measurement programs
- Provides leadership in analyzing resolving and determining root causes of complex issues
**Knowledge and skills requirements**
- Advanced knowledge of Finance policies and procedures
- Advanced proficiency with Firm standard technology including Windows, Excel, Word, Outlook and our financial SAP systems
- Ability to anticipate clients’ needs based upon trend information and client dialogue, and facilitate enhancements where appropriate
- Approve work stream procedures and staff training to minimize disruption of services
- Prior call center management experience
- Experience in implementing call center best practices, including developing and implementing policies, procedures, service level agreements, and training
**Supervision Responsibilities**
- Trains, develops, mentors and motivates Supervisors including setting performance expectations and providing regular ongoing balanced performance feedback
- Manages expectations of customers and approves standards for delivering quality customer service
- Call center is supporting US clients and working US business hours and US holiday schedules
- Responsible for monitoring and approval of all department overtime
- Limited travel may be required
**Job Requirements**
- High school diploma or equivalent work experience required
- Bachelor’s degree in finance/accounting strongly preferred
- Minimum of 7-to-10 years of progressive high volume Call Center related work experience
- Specific knowledge of Finance functions preferred, i.e., Expense Audits, Accounts Payable, General Ledger, and Accounts Receivable, etc.
- SAP and SAP Concur knowledge is beneficial
**About EY**
As a global leader in Assurance, Tax, Strategy & Transactions and Consulting services, we hire and develop the most passionate people in their field to help build a better working world.
This starts with a culture that believes in giving you the training, opportunities, and creative freedom to make things better. So that whenever you join, however long you stay, the exceptional EY experience lasts a lifetime.
If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.
Join us in building a better working world.
Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.