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’sCapable 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 assignedRequirementsMinimum 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 preferredo 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 preferredRequired 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 suiteBenefitsPF, Gratuity, Mediclaim, PLI
