Director of Agent & Client Engagement
Updated: March 02, 2024 04:08 PM GMT
Full time Job in Kingston, St. Andrew Parish
Humach Jamaica Limited
Kingston, JamaïquePOSITION 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
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