Call Center Training Belize (CCTB)

Responsibilities Include but are not limited to: Weekly/Monthly management of account o SOW Compliance  QA expectations  Data/lead management  Staffing o Administrative Tasks o Communication with CST o Invoice creation o Headcount Report o Discrepancy review & approval o Disciplinary Process Follow up Meet with Supervisors on a weekly basis one on one to o Review account metrics o Review development efforts Ensure current scripting and strategies are updated and in use Weekly performance management meetings – external and internal External client calibrations Responsible for Operations recruiting interview Responsible to facilitate Terminations Coordinate with the Management Development Team and ensure development is taking place Manage the bonus strategy for the programs Keep a logbook of any relevant events on a daily bases and new instructions and time invested in meetings and other activities. Update the annual report with Wins in Operations and/or added value activities for the client.