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Client Manager
Client Manager
Client Manager
Date Posted:
2010-07-06
Call Center Company: NCO Group
Description:
NCO Group is looking for individuals who are qualified for the position of Client Manager.
Successfuly applicants for Client Manager will have a great career in NCO Group.
The scope of the job responsibilities pertains to the collections Project. Jobholder is responsible for overall performance of the collections team. Over all performance includes the production generated by the agents, the quality of work generated by the agents, the compliance of the agents with regard to the applicable laws governing the collections process and the accurate execution of their responsibilities, the leadership and job execution of the Operations Manager(s) the Team Managers, as well as the staffing and training of the department. The jobholder is to utilize all accessible information to strategize and produce plans for the improvement in the performance o fall program metrics. All plans and processes should be considered using the impacts to NCO and GE as the upper most considerations that need to be in balance.
Essential Duties and Responsibilities:
Lead, supervise and manage the departments Agents, Team Managers, Quality Analyst, Trainers, and Operations Manager (s).
Review and audit reports daily to ensure accuracy and usefulness. Use the data provided in the reports o measure project performance and project future results.
Provide feedback to the AVP of Collections regarding suggested changes in any area potentially impacting success of the Project
Work with the Report Group to ensure all Client reporting expectations are met in a timely manner.
Attain the minimum number of payroll hours to fully bill the Client approved billable hours target.
Manage the targeting of attrition classes to ensure program-staffing targets are met without significant (greater then 10%) overstaffing
Continuously introduce and improve tools for motivation of Agents and member of management. Tools should be multi-dimensional and cost effective.
Using accessible reporting, evaluate departmental performance, and identify and hold accountable those with unacceptable performance
Ensure all data is safeguarded and individual client confidentiality is maintained. Work in conjunction with other departments to ensure there are no security breaches on the Project.
Submit Client Invoice estimates to the Vice President of Collections as appropriate
Manage client relationship via conference calls, individual communication and through positive action. Achieve and maintain Best in Class status.
Work closely with the Reporting Group to ensure the accuracy and timeliness of the payroll process
Other duties and responsibilities as assigned
Relationships:
Directly supervise and manage Operations Manager (s) Team Manager, and TQM(s) or Quality Coaches and Trainers as necessary; ultimately oversee all Program Agents. Internally works closely with the Collections Reports Group. Externally liaisons with the Dialer Support Team, the Workforce group, the IT group (both local and Corporate) and HR group, additionally with the Collections Client and as appropriate NCO Senior Management
REQUIREMENTS:
College degree OR 5 years work experience in a call center.
Five to six years of managerial-level experience and at least two years of industry-related experience
Call center/account management experience required.
Offshore experience a plus. .
Proficient personal computer skills, including Microsoft Office.
Ability to maintain the highest level of confidentiality.
Excellent interpersonal, written, and oral communication skills.
Ability to work in a team fostered environment.
Ability to work in multi-tasked environment.
Ability to prioritize and organize work.
Ability to adapt to a flexible schedule.
Applicants must be willing to work in Fort Bonifacio.
Call Center Directory advises to all job seekers to apply as walk-in applicant for Client Manager job opening of NCO Group.
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