Descripción de la Oferta

Principal Responsibilities

Oversee the daily activities and operations of the Workforce teams including training, development and performance reviews.

Develop processes and procedures to ensure maximum efficiency and effectiveness of team.

Analyze performance data to develop and implement strategies to affect operational change.

Develop and maintain applications as needed to track all necessary components such as, time off and shift change requests.

Update and maintain scheduling software as needed.

Manage unit productivity, monitor workload, and ensure that quality standards are consistently achieved and guidelines are followed.

Organize and create methods in communication, policies, and procedures that work in collaboration with Operations, Training and Quality, Information Technology, and Human Resources at all levels.

Responsible for respective department's overall performance and for motivating team to exceed department goals and objectives.

Accountable for all decisions, actions, and directives with respect to job responsibilities.

Responsible for progressive discipline with regards to attendance, performance and all aspects of company policy up to and including termination.

Knowledge, understanding, compliance, and enforcement of all applicable Federal and Local laws and regulations relating to job duties.

Knowledge, understanding, and compliance with NCO policies and procedures.

Participation in company Programs must meet minimum performance standards.

Maintain knowledge of functional area and company policies and procedures.

Provide feedback to management concerning possible problems or areas of improvement.

Make recommendations to implement improved processes.

Perform other duties as assigned by management.

Qualifications

Bachelor's Degree or equivalent in relevant work experience.

4 years of related management experience required. 5 years of related management experience preferred.

Experience in customer service and/or call centers and a strong knowledge of scheduling software/tools required.

Familiarity with scheduling/hiring to meet staffing requirements on an interval basis preferred.

Must be bilingual in English and Spanish, both oral and written language skills.

Ability to prioritize and work in a multi-tasked environment.

Ability to adapt to a flexible schedule.

Proficient personal computer skills, including Microsoft Office.

Excellent interpersonal, written, and oral communication skills.

Ability to work in a team fostered environment.

Work Environment

Office environment.

Ability to lift and/or move 20 pounds with or without accommodation.

Resume must be send in engish @ claudia.galdamez@ncogroup.com