Shift Manager

eTelecare Global Solutions offers a unique approach to outsourced customer care. Instead of cutting costs by cutting corners, eTelecare creates value for our clients, their customers and our employees by investing to outperform. Onshore and offshore, we focus on oversight, performance and opportunities for breakthrough improvement in every aspect of our operations. The result is superior service, lower costs and a level of satisfaction that turns customers into champions for our clients.


Job Summary:

Responsible for a group of Team Leaders belonging to a shift within a program located at the Jacksonville site. The Shift Manager works to meet or exceed client value metrics. The Shift Manager drives performance on a daily basis by setting clear goals, monitoring, coaching and developing strategies leading to performance improvement. The Shift Manager also works to ensure high employee satisfaction and retention of qualified employees in the shift by promoting our C.O.R.E. values of commitment, ownership, respect, and excellence.
Reviewing an Opening & Closing Checklist at the start & end of the Shift
Conducts Process and Compliance audits on the floor
Monitors the queue & coordinates with PAC on running service levels & its components to determine the need to ask Team Leaders and Quality Assurance to take in calls, or have absentee agents come in, or render overtime and ensures that there are enough Customer Service Agents / Technical Support Representatives to answer the calls.
Conducts live barges to monitor actual calls
Observes the TL's coaching sessionsReviews & Analyzes Weekly & Daily Reports on Shift Performance using identified Tracking Tools to review shift performance; check for sources of variability, interpret results, identify gaps, draw conclusions & establish action plans
For Sales Business Unit, checks for updated sales reports from the client
For Technical Support Business Unit, checks updated reports on the Customer Experience (CE) or Member Satisfaction Index (MSI) scores in order to determine the overall satisfaction of customers on DELL or AOL;
For Financial Services Business Unit, checks updated reports through the Customer Satisfaction Survey (CSS)
For all BUs: Process Compliance Report
Conducts bi weekly performance reviews with Team Leaders (aside from one on one coaching) to test root cause analysis, SMART creation of action plans, and to facilitate the sharing of best practices.
Ensures the preparation of Various Reports:
Weekly compilation of all company announcements and shift updates.
Shift weekly report on metrics, roster and movements
Report List of the Shift's Top Weekly Performers
Prepares weekly Stack Ranking; Headcount/Roster Reconciliation
Attends to various meetings to discuss program performance and other issues/concerns on a weekly basis:
Site Meeting
Shift Meeting
Client Conference Calls
Calibration Meetings with Support Groups
Reviews and updates Balance Scorecards (BSC), including the direct report's BSC.
Oversees the completion of the BSC for one's shift for the Quarterly PA Bonus Pay-out.
Processes application for overtime and leaves through on-line
Coordinates with support groups for various operational concerns / requirements:
Recruiting - operations validation interviews
Training - foundation, client specific training and retooling
Quality - calibration of standards on call handling, data analysis and reporting
Organizational Development - coordinates training needs, IDP; Succession Planning; calibration of promotions standards, career movements, etc.
Human Resources - code of conduct and discipline, payroll, benefits, timekeeping and other HR matters
Information Technology - status of pending IT requests; technical problem that needs immediate resolution; network connections, etc
Finance - requests for payment and liquidation, spiffs and commissions, invoicing, cash advances, billing
PAC - for interventions to address Service Level issues
Based on business requirements, a Shift Manager shall manage a team that has no team leader until the a fulltime team leader is available to handle such team
Implements the various stages of the Competency Appraisal System to one's direct reports by ensuring timely competency goals setting & creation, implementation & updating of IDPs.
Provides inputs to the Site Director regarding the Program's Promotion Standards on a quarterly basis.
Observes BWPR sessions of TLs with their agents & reviews the coaching logs prepared by the Team Leaders.
Establishes strong communication activities in the shift to ensure that company policies, announcements and other news are communicated to all and to serve as venue for discussion and exchange of ideas (i.e. Brown Bag sessions, Focused Group Discussions, GA's etc).
Ensures participation on the Quarterly Employee Satisfaction Survey (ESS).
Participates in designing various rewards and recognition activities for the program.
Executes company initiated interventions to ensure that the team leaders uphold the Mission and Values.
Qualifications:

Communications Skills/Interaction Management (excellent verbal and written communication skills including coaching, mentoring and counseling; presentation skills; business writing skills)
Leadership Skills (able to lead and manage large groups of people)
Project Management Skills (prepare and execute project plans and manage multiple tasks)
Problem Solving and Decision Making
Workforce Management (knowledgeable in queue management using the Call Management System)
Microsoft Office (proficient in various computer applications such as Word, Excel, PowerPoint and Project)
Call Center software applications (Witness, NICE, Call Master, Avaya, Lucent and Client-Specific software)
Bachelors degree strongly preferred
1 to 4 years supervisory work experience and 1 to 2 years industry-related experience
Must be able to work evenings and weekend shifts
Must be bilingual(English/Spanish)
Please submit resume in Englsh

Empresa: eTelecare Global Solutions
Localidad: Managua (Managua)
Sector: Telecomunicaciones
Profesiones relacionadas: First Shift Supervisor,Shift Leader,Shift Manager,Shift Superintendent,third shift supervisor
Tipo de contrato: Indefinido, Jornada Completa
Experiencia mínima: 2 años
Fecha de publicación: Más de 60 días
Salario: No especificado

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