About The Role

Manages all production projects to meet or exceed gross margin targets for all assigned projects

Manages all production projects to meet or exceed all client Service Level Agreements, or other client contractual obligations, for the assigned projects
Develops, implements and maintains budgets for assigned production projects
Coordinates and attend recurring status meetings with clients
Maintains and updates the production portion of the monthly operations metrics to the DATAMARK Executive Management
Assigns Managers to projects, including new projects
Leads the design of workflow and production processes and is the final approval for those processes
Determines the productivity standards in such a way that the financial goals of the projects assigned to them are met and creates bonus incentive plans for all production personnel designed to assist in meeting the productivity standards
Creates and delivers presentations for both clients and Executive Management that accurately reflects the quality, productivity and financial performance of assigned projects
Fosters and maintains an excellent customer relationship with DATAMARK customers in order to enhance customer satisfaction as well as service opportunities
Utilizes the DATAMARK ISO BPMS (Business Process Management System) or site-specific BPMS system to control the contact center operations and ensures documentation is current, training materials are up to date and effective, and production practices are consistent with contractual obligations.
Responsible for creating and managing a mentoring/succession plan for the production department for their assigned projects which will enable them to continuously identify and develop our future production leaders and managers
Assists Commercial Management and Business Development in creating accurate pricing
Participates with Commercial Management and Business Development on RFP’s

Capable of conducting the work activities of any manager when necessary

Reviews and approves all billing regarding their projects in the organization
All other duties as assigned

Requirements

Minimum Qualifications

Education Requirements:

o Bachelor’s degree in Industrial Engineering or Business Administration or related area

Field Experience:

o At least 10 years of contact center, back office, or BPO experience including 4 years in a supervisory role and 4 years in a management role

Position Experience:

o At least 4 years of experience in a Contact Center or Back Office management role

Other Qualifications:

o Experience in managing Bilingual (English/Spanish) call center operations for customer service and interpretation services highly preferred
o Proficiency in Microsoft Office including but not limited to Word, Excel, PowerPoint and Outlook required.
o Proven experience managing more than 300 full-time employees or a specific call center industry BPO market segment highly preferred