Department Manager

This position will be at our office; our main priority is providing you with a safe work environment during this time of COVID.

Who are we?

OKIN Process is a global company focused on making operations work better for our clients. We do this by providing front-office and back-office outsourcing solutions for our clients. We help established enterprises manage and improve their business processes and scale businesses to accelerate their business growth. We are the partner our clients turn to and trust to help them constantly improve business processes and make work better.

Summary:

OKIN Process is seeking an experienced Department Manager who can lead our representatives to better performance and improve service quality. The Department Manager will assist in establishing call center objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call center data, and focus on improving performance and processes in an effort to better support customers. To be a successful Department Manager, you should be focused on improving your team of representatives and call center practices. You should be observant and detail-oriented and possess an understanding of the business, the products and services, and the issues representatives are facing on the floor. Responsibilities: As OKIN’s Department Manager, you will assist in hiring, training, coaching, and leading the Call Center Representatives and Team Leads. 

The Department Manager is responsible for leading team meetings and asking questions to better understand the flows the representatives are experiencing so that we can coach and share best practices. You will assist other management team members in identifying trends and assisting in establishing call center goals. You will work closely with but not limited to the Operations, and Global headquarters to identify and provide effective coaching to achieve the desired service levels and take corrective action, as needed. The responsibilities include preparing reports and analyzing the contact center's data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer/client satisfaction.

Duties include:

• The Department Manager is a leader of leaders, responsible for the daily activities of the Consumer Experience Management team.
• Provide direct supervision of a team of up to 7 Consumer Experience Managers
• Drives alignment/consistency/cohesiveness in people practices, team management, and customer service to achieve department & company goals.
• Grows and leads an innovative, creative and fun environment where employees strive to deliver world-class customer experiences.
• Effectively guide and lead the work force by establishing goals, directing their work, providing insights and developing their skills.
• Responsible for the achievement of overall goals with a focus on contact center KPIs and metrics including dials, utilization, successful activities, and closes while continuously improving the quality of services provided to clients and partners.
• Provide reports and/or assessments of Call Center performance, attendance, development, and achievements as assigned.
• Proactively identify opportunities for corrective action and counsel, discipline, and/or administration of warnings to staff when adherence to policy and Quality are not met.
• Leading and implementing change management initiatives, keeping in compliance with industry regulatory practices and departmental rules and policies
   

Qualifications:

• Associates degree or equivalent work experience 
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills. 
• Knowledge of management principles and familiarity with company products, services, and policies. 
• Strong coaching and leadership skills, ability to motivate employees. 
• Decisiveness, attention to detail, and strong analytical skills 
• Proficiency with the necessary technology, including computers, software applications, phone systems, etc. 
• Polite, professional phone voice.

We're a fun, fast-paced, environment and our team thrives around creativity and excitement. This is a fantastic opportunity to join our company at a time of exciting growth. Although we are small and agile with a mature client base with a start-up mentality, we try, fail, learn, and succeed. As an early member of our team, you'll be instrumental in achieving our next period of growth, and the only limiting factor to your success will be your motivation and desire to succeed. Eager to know more? Become a part of our team