Duties and Responsibilities:  General Manager is responsible for all areas
of revenue driven call center operations

Train and develop employees in
proper operational procedures and functions, Maintain an ongoing
training program that includes cross training across the entire operation and explain company policies; Assign work
schedules, following work requirements, to ensure quality and timely delivery
of service; Observe and evaluate employee performance to ensure quality service
and compliance with specifications; Meet with managers and other supervisors to
keep them informed of changes affecting operations; Apply customer/guest
feedback to service improvement efforts; Resolve customer complaints regarding employee
performance and services rendered.

Organizational Relationships

·         
Reports directly to Corporate Operations
Manager

Scope of Responsibilities

·         
Provide leadership and guidance for call center
staff

·         
Effectively manage cost center budgets and
operational expenses

·         
Assist associates in successfully achieving
their personal and professional goals/objectives

·         
Successfully achieve corporate goals and
corporate strategic objectives

Essential Functions

Include
the following, other duties may be assigned.

Operations:

·         
 Manage
costs and company related expenses

·         
 Interface
with all departments company wide

·         
 Help
maintain excellence and high call center standards

·         
 Manage
cost center budget

·         
 Conduct
performance reviews for direct reports

·         
 Maintain
corporate customer satisfaction program

·         
 Manage
our monitoring and quality programs

·         
 Maintain
payroll and employee tracking systems

Training:

·         
Personally
assist in the training of new agents

·         
 Maintain
an ongoing training program that includes cross training across the entire
operation

·         
 Coordinate
new account training

Qualifications

• Outbound Call center or
  answering service experience
• Experience
  with scheduling for 24/7/365 operation
• Excellent
  written and verbal communication skills, and administrative skills with
  exceptional interpersonal skills
• Demonstrated
  ability to lead the activities of 40+ employees operating across a variety
  of shifts, and strong team orientation
• Management
  skills necessary to effectuate change and fuel the implementation of
  strategic planning over cross-functional areas
• Time Management — Managing one's own time and the time of
  others

Education and/or Experience