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Director, Service Center Operations (Conduent Human Resource Services)

Company: Conduent
Location: Cherry Hill
Posted on: March 19, 2017

Job Description:

Description: If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today. Job Responsibilities\: The position is a Call Center Director (D05) for a high profile, highly complex benefits outsourcing clients across multiple-locations. Knowledge of Employee Benefits (Health and Welfare, Pension, HR Programs and Defined Contributions required. Deep Core Call Center expertize required. Candidate must possess exceptionally strong communication skills, tailored to both external and internal client situations. Proven track record in driving operational excellence across all locations Proven track record working in a multi-functional matrixes, cross regional leadership position. Responsible for driving quarter-to-quarter and YOY operational efficiency through aggressive KPI management. Ideal candidate will have experience managing 1,000 plus employees, including direct managers in a highly matrixed environment. Exceptional people leader, responsible for growth and career progression of direct and indirect employees Able to effectively manage performance issues, including hands-on coaching and inspiring employees to improve as needed Effectively communicate organizational strategies and share leader-level perspectives across all levels of the team Adaptability and flexibility is essential in this fast paced every changing environment. Plan, direct, and coordinate the operations of the organization to ensure that the company runs smoothly and that employees are motivated, challenged, and delivering the expected results. Provide leadership and coordination for the team in regards to sales goal achievement, operations, reporting, training, quality assurance, and budget control. Supply a standard daily, weekly, and monthly results rollup to management team. Ensure metrics are tracked and analyzed, and improvements prioritized. Analyze performance metrics data, leverage it to effectively coach and develop our team. Determine needs, reduce costs, and analyze areas of improvement. Measure and improve team productivity and profitability based on call center and performance metrics. Use metrics to increase motivation and establish incentives with attentiveness to revenue margins and employee efficiency. Ensure the correct projects and programs to improve results are identified and delivered. Work with the management team to refine and implement goals, procedures and policies to identify strengths and weaknesses within the Company's operation. Essential Skills/Knowledge/Certification\: 10-15+ years management experience in a call center environment Candidate must possess exceptionally strong communication skills, tailored to both external and internal client situations. Proven track record in driving operational excellence Adaptability and flexibility is essential in this fast paced every changing environment. Online and/or software industry experience preferred Customer care or sales management training Willingness to work hard to achieve KPI's Must have in-depth experience in creating, managing, and analyzing financial and productivity reports Proficient in MS Word, Excel and use of Call Center Tools Siebel a big plus Knowledge of Employee Benefits (Health and Welfare, Pension, HR Programs and Defined Contributions) required. Travel to satellite call centers will be required. Travel requirement\: 50% Education\: Bachelors degree, required MBA preferred Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply or compete for employment with Conduent Business Se

Keywords: Conduent, New York, Director, Service Center Operations (Conduent Human Resource Services), Administration, Clerical, Cherry Hill, New York

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