Director of Agent & Client Engagement

Updated: April 01, 2024 08:36 PM GMT

Humach Jamaica Limited

Kingston

POSITION SUMMARY

Provide direction and tactical leadership for Program Managers. Provide oversight to ensure the contractual obligations of each program are met.

ESSENTIAL DUTIES & RESPONSIBILITIES
• Responsible for program success – client satisfaction and achieving KPI’s
• Day-to-day program overview
• Monitoring KPIs – Including but not limited to hourly budget targets, QA, save rates, transfer rates, call disposition rates, efficiency, abandon rates or AWT (by ring group)
• Strategize on opportunities to improve program performance, including but not

limited to, efficiencies and/or quality
• Assist with launching new Client’s programs
• Responsible for growth and professional development of Program Managers, and key team members along with progression planning, approving promotions, merit increases, etc.
• Drive weekly status meetings per program
• Drive QBRs
• Review weekly and monthly KPIs per program with VP
• Coordinates with Workforce Management on hiring needs
• Payroll... More Detail