Senior Manager

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 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 Required Skills: · Excellent leadership and mentoring skills · Excellent written and oral communication skills · Demonstrated analytical/problem-solving skills · Excellent multi-tasking skills · Detail-oriented · Excellent interpersonal skills · Proactive thinking · High proficiency with the full Microsoft Office Professional suite PF, Gratuity, Mediclaim, PLI