It's fun to work in a company where people truly BELIEVE in what they are doing!
We're committed to bringing passion and customer focus to the business.
The position is responsible for managing day to day operations and execution of programs. Supervises multiple
Sr. / Team Leads (4 -8 direct reports). Responsible for operations performance, client satisfaction and program
metrics. Based on program size, may oversee a single LOB or multiple programs.
• Analysis - Manages call center operations by means of reviewing and analyzing reports, records, and
data to ensure that all quality, efficiency, and productivity standards/targets are met. Description of the
metrics may change as per client directives and are available on Operations Performance Expectations.
• Reporting - Analysis of reports rooting from several sources (whether client-based or internallygenerated reports) is essential in the day-to-day functions of a CRM. A CRM is expected to be highly
keen on the details provided & hold Operations and/or other departments accountable to take actions
on areas needing improvement. A CRM is expected to deliver such reports to external clients and/or
internal business leaders.
• Goal-Setting - Sets operational goals and business objectives. When needed, translates these goals
into actionable items from Group/Shift Managers down to Team Manager (line supervisor) level. This
includes setting or recommending topics for pre- and/or post-shift meetings / huddles with respective
groups discussing goals, trends, action plans, among other announcements; including checks &
balances (i.e. check for understanding).
• Strategies - Assists the Operations Director in developing long term sales and quality strategies
including ongoing needs, assessment, and feedback from Operations and Quality Monitoring processes.
• Processes - Monitors calls and provides feedback to Operations Manager/Director; Group Managers
and Team Managers using program's approved processes (i.e. Tri-Level Coaching process, etc.) and
forms (i.e. Call Observation / Looping Form)
• Discipline - Maintains a strict form of discipline at all times, in terms of processes and policies. At times,
may implement corrective actions to address performance gaps and analyze trend data to coach group
Managers and Team Managers to attain goals and objectives, through the Operations Manager. Specific
follow-through activities are also required. This includes A-Bay Programs, Performance Improvement
Plans, etc.
• Communication - Communicate program activities and plans to the Operations Manager and/or the
entire operations team. Plans include: Leadership Specific Changes (i.e. partner changes, Sales Briefs
or Leadership News Briefs, etc..); Business Strategy Changes (i.e. Closing Tactics, Gift Cards provided
to customers, etc.); Internal-VXI Development (i.e. HR Policies / Memos), etc. The CRM must also have
a clear understanding of the business as well and the events related to the company.
• Client-Dealing - Conducts interactions and regular communication with the client; in partnership with
the Client Services and Operations Director. Interactions include (not limited to): client call calibration,
performance rankings and reviews, daily summaries, among others. Meeting deadlines for client
requirements is a must.
• Performance Management - Helps the Operations Director/Manager in conducting performance
reviews as well, finds root cause and recommends action plans to solve performance gaps at any level.
Performance Items include key metrics: Close Rate, Advance Product Take Rate, Package Penetration,
AHT, Quality, among others. Performance reviews can take place in the form of formal scorecard
reviews or one-on-one sessions, as needed
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
