General Electric Sr Manager - Digital Operations in Miami, Florida
GE is the world's Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry. GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law. GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer at http://www.ge.com/sites/default/files/15000845%20EEO%20combined.pdf . Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.
GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer at http://www.ge.com/sites/default/files/15-000845%20EEO%20combined.pdf . Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.
Digital Workplace Service Support is searching for an experienced Call Center Operations Manager that has the proven skills and ability to help us transform in a World Class Service Organization. Our ideal candidate will have a heart for customer service and experience in deploying strategies that accomplish organizational goals.
You will serve customers by planning and implementing call center strategies and operations, improving systems and processes, and managing staff towards delivering outstanding service. Leverage skills from their teams and colleagues to deliver continuous service improvement.
In this role, you will:
Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications including production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
Manage and maintain department key performance indicators as it pertains to Service Desk Operations.
Setting and achieving customer service targets as well as planning areas of improvement or development.
Ensure that all contacts are answered by staff within agreed time scales and in an appropriate manner.
Liaison with business partners as well as the third parties who supply products to the center will be essential to your success and the success of the Call Center overall.
Develops call center systems by designing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
Improves call center performance by collecting, analyzing, and summarizing data and trendsand recommending strategies to remove unnecessary demand including handling the most complex customer complaints or inquiries.
Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to strategic objectives.
Management, administration, real-time monitoring and adjustment of inbound queues, agent availability, agent skill sets, and outbound dialer strategies
Create and manage predictive inbound services for the Service Desk with respect to applications, priorities, table definitions, import/export raw files, filters, dial orders, call data definitions, disposition plans, schedules, languages and time zone groups
Establish and manage inbound and outbound call strategies for voice and chat channels
Perform continuous in-depth analysis on results and provide strategic solutions to improve performance.
Provide in-depth reporting on campaign, service, and agent performance.
Ensure compliance with FDCPA, ECOA and privacy requirements for customer contact.
Documentation of system configurations and historical tracking of changes to strategies.
Serves as point of escalation and initiates troubleshooting when the system is down, or having any kind of technical issue preventing the users from normal job function Qualifications/Requirements: Basic Qualifications:
Bachelor’s Degree in Information Technology, or related field
10 years’ experience managing a call center or related environment
Fluency and Literacy in English required;Eligibility Requirements:
Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job.
Must be willing to travel (10%)
Must be willing to work out of an office located in Miami FL. Desired Characteristics: Business Acumen:
Business acumen & successful track record in aligning with business partners
Significant experience as a change agent with demonstrated ability to drive results
Experience working in a global organizationLeadership:
Ability to influence others and lead teams
Experienced in change management
Lead initiatives of moderate scope and impact
Experience in LMI/Bold or related platforms
Experience in Avaya, Cisco or other related PBX systems
A strong customer focus and excellent communication skills and telephone manner
Leadership skills and the ability to motivate and develop staff and proven ability to work well in teams
Demonstrated ability to set, meet and exceed targets #DTR Locations: United States; Florida; Miami