Associate Delivery Service Manager

Company Name:
OnProcess Technology
The Associate Delivery Services Manager is a subject matter expert for a defined program and a point person for decision making, resolutions and maintenance of program operation. Responsible for
program success in meeting internal and external goals, this position interacts with clients and internal groups by program design. This includes the support of quality initiatives, recommends process improvement, and monitors daily call center stats.
Support the day-to-day program(s) operation
Supports achievement of business metrics, rules and results
Supports programs adherence to account metrics and key performance standards
Identify and escalate data or program specific issues to appropriate level of management
Work with Group Manager or Sr. Delivery Services Managers to facilitate process improvement
Data management and applications maintenance, updates
Generate and analyze client reporting for review by Senior Program Manager or Business Line Manager
Generate and analyze Tier I and Tier II internal reporting (e.g. productivity, staffing, trending analysis and charting)
Identify and escalate data or program specific issues to appropriate level of management
Assists in the facilitation of team communications (e.g. jump start, team meetings)
Interact with customers as necessary by program design
Interact with internal groups throughout organization to create goals, expectations and procedures
Consistently meet or exceed OPTs performance standards and quality objectives
AS or BS/BA preferably in Finance or Analytic's.
1 year in a supervisory role within a call center, 2-3 years demonstrated call center team lead experience
Demonstrated analytical Problem Solving and multi-tasking abilities
Strong attention to detail and accuracy a must
Business Planning, Budgetary Skills, Project Management a plus
Excellent Written, Verbal, and Interpersonal Communication Skills

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