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      • Charleston, South Carolina
      • Permanent
      • $47,000 - $50,000 per year
      • 8:00 AM - 5:00 PM
      Join a company that appreciates your energy, drive and enthusiasm just as much as your skills. The majority of our directors and managers started their careers as frontline agents. And yes, we offer competitive salaries and benefits. But even better - it's our caring culture that defines who we are and why you'll want to become part of our family.The Workforce Scheduler position assists with the scheduling process and schedules updates in our scheduling tools. The role also includes collecting, evaluating, and preparing reports and/or other scheduling analysis data for Operations and Human Resources.Responsibilities:??? Provide agents with a working schedule for the business week, incorporating all client requirements (i.e. up-training, coaching, and feedback) as well as forecasting and scheduling assumptions??? Analyze volume arrival and other pertinent patterns by gathering data from WFM tools??? Staff the appropriate number of agents at the proper time based on TELUS client's line adherence metrics.??? Address issues or discrepancies with the client???s own call arrival patterns against the account???s actual arrival patterns for the site??? Regularly monitor trends, attrition, and flag any changes that may impact resource allocation??? Recommend solutions to scheduling conflicts and / or special scheduling requests??? Coordinate in advance with operation POC???s for activities (i.e. phone, non-phone) that need to be scheduled??? Provide the program with realistic schedules based on current manpower, resources, client requests, and performance??? Provide staffing outlooks for 6 week view??? Provide Operations staffing reports for campaigns??? Work with the training department to coordinate up-training, new hire class training and nesting times, and any other activities that need to be scheduledWorking hours: 8:00 AM - 5:00 PM / Varying ShiftsSkills:--Excellent decision making and analytical skills--Excellent oral and written communication skills--Proficiency with Google Workspace or Microsoft Office applications--Demonstrates the ability to respond quickly to problems--Proven ability to create relationships with leadership and others to effectively problem solve and develop solutions for staffing challenges--Knowledge of workforce management processes and concepts--Working knowledge of call center operations--Proficiency with call center specific software and applications (Verint, CMS, Blue Pumpkin, IEX)--Team player--Ability to work with minimal supervision--Time and project management skillsEducation:High SchoolExperience:0-1 yearsQualifications:??? Minimum 1 year workforce management experience in a call center environment??? High school diploma or equivalent For immediate consideration please apply on our website: https://www.spherion.com/charlestonor email your resume to: marybarrineau@spherion.com??Spherion has helped thousands of people just like you find work happiness! Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. No one works harder for you than Spherion. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.
      Join a company that appreciates your energy, drive and enthusiasm just as much as your skills. The majority of our directors and managers started their careers as frontline agents. And yes, we offer competitive salaries and benefits. But even better - it's our caring culture that defines who we are and why you'll want to become part of our family.The Workforce Scheduler position assists with the scheduling process and schedules updates in our scheduling tools. The role also includes collecting, evaluating, and preparing reports and/or other scheduling analysis data for Operations and Human Resources.Responsibilities:??? Provide agents with a working schedule for the business week, incorporating all client requirements (i.e. up-training, coaching, and feedback) as well as forecasting and scheduling assumptions??? Analyze volume arrival and other pertinent patterns by gathering data from WFM tools??? Staff the appropriate number of agents at the proper time based on TELUS client's line adherence metrics.??? Address issues or discrepancies with the client???s own call arrival patterns against the account???s actual arrival patterns for the site??? Regularly monitor trends, attrition, and flag any changes that may impact resource allocation??? Recommend solutions to scheduling conflicts and / or special scheduling requests??? Coordinate in advance with operation POC???s for activities (i.e. phone, non-phone) that need to be scheduled??? Provide the program with realistic schedules based on current manpower, resources, client requests, and performance??? Provide staffing outlooks for 6 week view??? Provide Operations staffing reports for campaigns??? Work with the training department to coordinate up-training, new hire class training and nesting times, and any other activities that need to be scheduledWorking hours: 8:00 AM - 5:00 PM / Varying ShiftsSkills:--Excellent decision making and analytical skills--Excellent oral and written communication skills--Proficiency with Google Workspace or Microsoft Office applications--Demonstrates the ability to respond quickly to problems--Proven ability to create relationships with leadership and others to effectively problem solve and develop solutions for staffing challenges--Knowledge of workforce management processes and concepts--Working knowledge of call center operations--Proficiency with call center specific software and applications (Verint, CMS, Blue Pumpkin, IEX)--Team player--Ability to work with minimal supervision--Time and project management skillsEducation:High SchoolExperience:0-1 yearsQualifications:??? Minimum 1 year workforce management experience in a call center environment??? High school diploma or equivalent For immediate consideration please apply on our website: https://www.spherion.com/charlestonor email your resume to: marybarrineau@spherion.com??Spherion has helped thousands of people just like you find work happiness! Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. No one works harder for you than Spherion. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.
      • Charleston, South Carolina
      • Permanent
      • $60,000 - $75,000 per year
      • 8:00 AM - 5:00 PM
      Join a company that appreciates your energy, drive and enthusiasm just as much as your skills. The majority of our directors and managers started their careers as frontline agents. And yes, we offer competitive salaries and benefits. But even better - it's our caring culture that defines who we are and why you'll want to become part of our family.The Workforce Manager position oversees the workforce management function and staff across multiple sites and lines of business to ensure that service level, financial, and other KPIs are met. This role includes managing teams with responsibilities for forecasting, capacity planning, scheduling, and real-time execution in partnership with local, regional, and global teams. It emphasizes creative scenario planning, active leadership, proactive communication with internal and external partners, rapid real-time responses, and strategic development of team members, tools, and processes.Responsibilities:??? Ensures that appropriate Operations schedules are designed, implemented, and released on time. Analyzes historical call arrival patterns, AHT performance, and all shrinkage factors (i.e. absenteeism, attrition, training) and considers these in the scheduling of Operations personnel. Ensures that enough FTEs are deployed every interval to hit service metrics for the accounts.??? Forecasts FTE requirements per week/month. Analyzes call volume projections, service metrics targets versus current performance trends on AHT, absenteeism, attrition, occupancy, and service level performance. Ensures that there are enough FTEs to address projected locked call volumes by being able to hire, train and deploy agents on time.??? Projects seating requirements per program based on current manpower and upcoming / existing business needs. Utilizes a designed capacity template and validates seating projections using current maximum manpower deployment based on schedules. Ensures that Operations personnel have available seats during their shifts.??? Monitors Command Center performance through real-time monitoring and coaching of Command Center Coordinators and close coordination with the Command Center Supervisor. Ensures that each CommandCenter associate is aware of their responsibilities and the real-time impact of their decisions.??? Coordinates with all internal departments / functions on Workforce findings that need immediate addressing (i.e. hiring needs per account, start and live dates of trainees, system downtimes and troubleshooting, number of seats for expansion)Working hours: Varying Skills:--Upholds accountability and focuses on delivering expected outputs / results in a timely manner with emphasis on quality, completeness, and accuracy.--Conveys thoughts in a clear, organized, and concise manner, in verbal or written form. Exhibits tact, diplomacy, and professionalism in dealing with all individuals regardless of level within the organization, adapting communication styles as appropriate.--Possesses an awareness of systems, policies, and procedures applicable to one's own work and the coordinating relationships with other individuals / units / departments. Appropriately applies procedures, requirements, regulations, and policies related to specialized expertise (i.e. HR, QA, Operations).--Evaluates situations using the principles of logic and sound judgment to come up with reasonable and timely decisions and resolutions. Considers the pros and cons of various alternatives. Anticipates the possible effects of decisions made.--Anticipates upcoming work activities and deadlines without necessarily being cued. Foresees circumstances and appropriately acts on such before conditions require action--Demonstrates consistent focused actions to ensure high levels of customer satisfaction. Asks questions to clarify customer requirements and takes action to ensure that these needs are met and / or exceeded. Responds to customers with appropriate level of urgency. Builds confidence in customers that their needs are given the highest priority--Provides guidance and direction to members of the team. Ensures effective and efficient working relationships between team members. Focuses on aligning individual goals with team goals through implementation of effective rewards and recognition. Leverages diversity through collaboration--Exhibits flexibility and openness to changes in work activities / responsibilities as they relate to organizational thrust. Encourages others to remain open and helps them adjust to readily changing priorities, responsibilities, strategies, and methods. Maintains / exceeds exemplary performance in spite of changeEducation:High SchoolExperience:1-4 yearsQualifications:??? 2-3 years Workforce Management experience in an Asst. Managerial / Managerial capacity within the call center / customer service industry??? High school diploma or equivalent. For immediate consideration please apply on our website: https://www.spherion.com/charlestonor email your resume to: marybarrineau@spherion.com??Spherion has helped thousands of people just like you find work happiness! Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. No one works harder for you than Spherion. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.
      Join a company that appreciates your energy, drive and enthusiasm just as much as your skills. The majority of our directors and managers started their careers as frontline agents. And yes, we offer competitive salaries and benefits. But even better - it's our caring culture that defines who we are and why you'll want to become part of our family.The Workforce Manager position oversees the workforce management function and staff across multiple sites and lines of business to ensure that service level, financial, and other KPIs are met. This role includes managing teams with responsibilities for forecasting, capacity planning, scheduling, and real-time execution in partnership with local, regional, and global teams. It emphasizes creative scenario planning, active leadership, proactive communication with internal and external partners, rapid real-time responses, and strategic development of team members, tools, and processes.Responsibilities:??? Ensures that appropriate Operations schedules are designed, implemented, and released on time. Analyzes historical call arrival patterns, AHT performance, and all shrinkage factors (i.e. absenteeism, attrition, training) and considers these in the scheduling of Operations personnel. Ensures that enough FTEs are deployed every interval to hit service metrics for the accounts.??? Forecasts FTE requirements per week/month. Analyzes call volume projections, service metrics targets versus current performance trends on AHT, absenteeism, attrition, occupancy, and service level performance. Ensures that there are enough FTEs to address projected locked call volumes by being able to hire, train and deploy agents on time.??? Projects seating requirements per program based on current manpower and upcoming / existing business needs. Utilizes a designed capacity template and validates seating projections using current maximum manpower deployment based on schedules. Ensures that Operations personnel have available seats during their shifts.??? Monitors Command Center performance through real-time monitoring and coaching of Command Center Coordinators and close coordination with the Command Center Supervisor. Ensures that each CommandCenter associate is aware of their responsibilities and the real-time impact of their decisions.??? Coordinates with all internal departments / functions on Workforce findings that need immediate addressing (i.e. hiring needs per account, start and live dates of trainees, system downtimes and troubleshooting, number of seats for expansion)Working hours: Varying Skills:--Upholds accountability and focuses on delivering expected outputs / results in a timely manner with emphasis on quality, completeness, and accuracy.--Conveys thoughts in a clear, organized, and concise manner, in verbal or written form. Exhibits tact, diplomacy, and professionalism in dealing with all individuals regardless of level within the organization, adapting communication styles as appropriate.--Possesses an awareness of systems, policies, and procedures applicable to one's own work and the coordinating relationships with other individuals / units / departments. Appropriately applies procedures, requirements, regulations, and policies related to specialized expertise (i.e. HR, QA, Operations).--Evaluates situations using the principles of logic and sound judgment to come up with reasonable and timely decisions and resolutions. Considers the pros and cons of various alternatives. Anticipates the possible effects of decisions made.--Anticipates upcoming work activities and deadlines without necessarily being cued. Foresees circumstances and appropriately acts on such before conditions require action--Demonstrates consistent focused actions to ensure high levels of customer satisfaction. Asks questions to clarify customer requirements and takes action to ensure that these needs are met and / or exceeded. Responds to customers with appropriate level of urgency. Builds confidence in customers that their needs are given the highest priority--Provides guidance and direction to members of the team. Ensures effective and efficient working relationships between team members. Focuses on aligning individual goals with team goals through implementation of effective rewards and recognition. Leverages diversity through collaboration--Exhibits flexibility and openness to changes in work activities / responsibilities as they relate to organizational thrust. Encourages others to remain open and helps them adjust to readily changing priorities, responsibilities, strategies, and methods. Maintains / exceeds exemplary performance in spite of changeEducation:High SchoolExperience:1-4 yearsQualifications:??? 2-3 years Workforce Management experience in an Asst. Managerial / Managerial capacity within the call center / customer service industry??? High school diploma or equivalent. For immediate consideration please apply on our website: https://www.spherion.com/charlestonor email your resume to: marybarrineau@spherion.com??Spherion has helped thousands of people just like you find work happiness! Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. No one works harder for you than Spherion. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.
      • Charleston, South Carolina
      • Permanent
      • $55,000 - $57,000 per year
      • 8:00 AM - 5:00 PM
      Join a company that appreciates your energy, drive and enthusiasm just as much as your skills. The majority of our directors and managers started their careers as frontline agents. And yes, we offer competitive salaries and benefits. But even better - it's our caring culture that defines who we are and why you'll want to become part of our family.The Operations Manager (OM) will be responsible for overseeing the day-to-day operations of the team to ensure quality response, consistent follow-up and communication, appropriate problem solving and escalation, development of support procedures, adequate staffing levels for inbound coverage, and timely resolution of requests to exceed or meet established client metrics and Service Level Agreements (SLAs). The OM will also build and manage the customer support team through an aggressive ramp and ultimately drive the development of a climate of superior customer service, and a high performing, goal-oriented staff.Responsibilities:? Achievement of intraday, daily, weekly and monthly SLA targets? Attend, manage or organize disciplinary procedures as required? Be cost conscious and ensure that resources are managed as efficiently as possible, maximizing opportunities to reduce cost without compromising service? Partner with HR to ensure all performance / behavioral issues and employee separations are completed timely, thoroughly and accurately? Contribute at varying levels of involvement in operational projects and initiatives? Manage day to day operations and ensure that all daily and periodic activities are completed as planned? Manage the delivery of contractual metrics and service levels in order to satisfy client needs and meet revenue targets? Motivate and develop Team Leaders through coaching, feedback and personal development in order to enhance performance delivery, meet contractual obligations and maximize staff retention? Leverage Training organization to ensure expectations are aligned? Partner with Workforce Management to support SLAs? Provide an efficient and flexible response to operational issues, in order to maintain levels of service delivery, client and customer satisfaction? Provide leadership, direction, develop and maintain team morale ? Available 24 x 7 for escalations or other issues requiring immediate attentionWorking hours: 8:00 AM - 5:00 PMSkills:--Deal with constant change while maintaining a consistent environment for the team--Effectively manage people and provide team leadership--Monitor and coach in a positive and supportive manner--Apply accuracy, and attention to detail and data standards to all initiatives--Work in teams and coordinate work efforts--Display strong communication, organizational, and interpersonal skills--Analyze data to draw solid conclusions and construct and implement impactful action plans--Thrive in a high intensity, ever-changing, fast paced environment--Use high proficiency with Google Workspace or Microsoft Office applications--Demonstrate strong analytical skillsEducation:High SchoolExperience:1-4 yearsQualifications:? Deal with constant change while maintaining a consistent environment for the team? Effectively manage people and provide team leadership? Monitor and coach in a positive and supportive manner? Apply accuracy, and attention to detail and data standards to all initiatives? Work in teams and coordinate work efforts? Display strong communication, organizational, and interpersonal skills? Analyze data to draw solid conclusions and construct and implement impactful action plans? Thrive in a high intensity, ever-changing, fast paced environment? Use high proficiency with Google Workspace or Microsoft Office applications? Demonstrate strong analytical skills For immediate consideration please apply on our website: https://www.spherion.com/charlestonor email your resume to: marybarrineau@spherion.com Spherion has helped thousands of people just like you find work happiness! Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. No one works harder for you than Spherion. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.
      Join a company that appreciates your energy, drive and enthusiasm just as much as your skills. The majority of our directors and managers started their careers as frontline agents. And yes, we offer competitive salaries and benefits. But even better - it's our caring culture that defines who we are and why you'll want to become part of our family.The Operations Manager (OM) will be responsible for overseeing the day-to-day operations of the team to ensure quality response, consistent follow-up and communication, appropriate problem solving and escalation, development of support procedures, adequate staffing levels for inbound coverage, and timely resolution of requests to exceed or meet established client metrics and Service Level Agreements (SLAs). The OM will also build and manage the customer support team through an aggressive ramp and ultimately drive the development of a climate of superior customer service, and a high performing, goal-oriented staff.Responsibilities:? Achievement of intraday, daily, weekly and monthly SLA targets? Attend, manage or organize disciplinary procedures as required? Be cost conscious and ensure that resources are managed as efficiently as possible, maximizing opportunities to reduce cost without compromising service? Partner with HR to ensure all performance / behavioral issues and employee separations are completed timely, thoroughly and accurately? Contribute at varying levels of involvement in operational projects and initiatives? Manage day to day operations and ensure that all daily and periodic activities are completed as planned? Manage the delivery of contractual metrics and service levels in order to satisfy client needs and meet revenue targets? Motivate and develop Team Leaders through coaching, feedback and personal development in order to enhance performance delivery, meet contractual obligations and maximize staff retention? Leverage Training organization to ensure expectations are aligned? Partner with Workforce Management to support SLAs? Provide an efficient and flexible response to operational issues, in order to maintain levels of service delivery, client and customer satisfaction? Provide leadership, direction, develop and maintain team morale ? Available 24 x 7 for escalations or other issues requiring immediate attentionWorking hours: 8:00 AM - 5:00 PMSkills:--Deal with constant change while maintaining a consistent environment for the team--Effectively manage people and provide team leadership--Monitor and coach in a positive and supportive manner--Apply accuracy, and attention to detail and data standards to all initiatives--Work in teams and coordinate work efforts--Display strong communication, organizational, and interpersonal skills--Analyze data to draw solid conclusions and construct and implement impactful action plans--Thrive in a high intensity, ever-changing, fast paced environment--Use high proficiency with Google Workspace or Microsoft Office applications--Demonstrate strong analytical skillsEducation:High SchoolExperience:1-4 yearsQualifications:? Deal with constant change while maintaining a consistent environment for the team? Effectively manage people and provide team leadership? Monitor and coach in a positive and supportive manner? Apply accuracy, and attention to detail and data standards to all initiatives? Work in teams and coordinate work efforts? Display strong communication, organizational, and interpersonal skills? Analyze data to draw solid conclusions and construct and implement impactful action plans? Thrive in a high intensity, ever-changing, fast paced environment? Use high proficiency with Google Workspace or Microsoft Office applications? Demonstrate strong analytical skills For immediate consideration please apply on our website: https://www.spherion.com/charlestonor email your resume to: marybarrineau@spherion.com Spherion has helped thousands of people just like you find work happiness! Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. No one works harder for you than Spherion. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.
      • Charleston, South Carolina
      • Permanent
      • $120,000 - $170,000 per year
      • 8:00 AM - 5:00 PM
      THIS IS A BRAND NEW COMPANY OPENING UP AN INBOUND CALL CENTER IN CHARLESTON. Join a company that appreciates your energy, drive and enthusiasm just as much as your skills. The majority of our directors and managers started their careers as frontline agents. And yes, we offer competitive salaries and benefits. But even better - it's our caring culture that defines who we are and why you'll want to become part of our family.Reporting to the Vice President of Operations, the Operations Director position is responsible for leading the Operations of our new site in North Charleston, SC. Providing an inspired sense of leadership to a large matrixed and non-matrixed team which includes Senior Managers, HR, Finance, IT, Facilities and Contact Center Professionals. As the most senior operations leader in N. Charleston, this role provides significant contributions to activities related to the successful launch of the new site, customer acquisition, customer satisfaction, client relationship management, and program management. The Operations Director ensures operations and financial targets are met or surpassed e.g. balanced scorecard metrics and financial indicators such as EBITDA, profit and loss, gross margins etc.Responsibilities:Maintaining high levels of morale and productivity through leading by example, mirroring the TELUS values, and creating an inspired sense of purpose by communicating our mission, vision and competenciesEstablishing open communication about corporate performance, morale, rewards, incentives, succession planning with internal team membersCollaborating with other operations executives to anticipate the needs of the clients and act proactively on their requirementsLeading business and financial reviews to ensure key metrics and service level agreements are metSupporting business review presentations for TELUS International and implementing action plans resulting from these reviewscting as overall Operations prime: monitoring performance, and ensuring profitability and efficiency are maintained and / or improved for ourselves and our clientsDeveloping effective relationships with clients; serving as a key point of contact for escalationsReporting grievances or escalations to the executive team, as neededEnsuring proper budgeting, forecasting, and planning and delivery take place. Managing overall P&L and financial metrics for the N. Charleston siteWorking hours: 8:00 AM - 5:00 PMSkills:Cross cultural agility - ability to partner with international peers and leaders working within multiple countries and various disciplinesStrong relationship building skills with leader, peers, direct reports, and customersStrong written and verbal communication skillsEducation:Bachelors Experience:10+ yearsQualifications:10+ years experience in contact center operations10+ years experience in business process outsourcing would be a definite asset10+ years experience in a customer facing sales and/or sales support roles10+ years experience managing large, complex budgets10+ years experience providing inspired leadership to matrixed and non-matrixed teamsThe successful candidate must live in Charleston or be willing to relocate to Charleston (reasonable relocation and VISA support expenses to be covered by TI)Willingness and ability to travel domestically and internationally occasionally as requiredPost secondary education in business and commerce would be a definite assetFor immediate consideration please apply on our website: https://www.spherion.com/charlestonor email your resume to: marybarrineau@spherion.com Spherion has helped thousands of people just like you find work happiness! Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. No one works harder for you than Spherion. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.
      THIS IS A BRAND NEW COMPANY OPENING UP AN INBOUND CALL CENTER IN CHARLESTON. Join a company that appreciates your energy, drive and enthusiasm just as much as your skills. The majority of our directors and managers started their careers as frontline agents. And yes, we offer competitive salaries and benefits. But even better - it's our caring culture that defines who we are and why you'll want to become part of our family.Reporting to the Vice President of Operations, the Operations Director position is responsible for leading the Operations of our new site in North Charleston, SC. Providing an inspired sense of leadership to a large matrixed and non-matrixed team which includes Senior Managers, HR, Finance, IT, Facilities and Contact Center Professionals. As the most senior operations leader in N. Charleston, this role provides significant contributions to activities related to the successful launch of the new site, customer acquisition, customer satisfaction, client relationship management, and program management. The Operations Director ensures operations and financial targets are met or surpassed e.g. balanced scorecard metrics and financial indicators such as EBITDA, profit and loss, gross margins etc.Responsibilities:Maintaining high levels of morale and productivity through leading by example, mirroring the TELUS values, and creating an inspired sense of purpose by communicating our mission, vision and competenciesEstablishing open communication about corporate performance, morale, rewards, incentives, succession planning with internal team membersCollaborating with other operations executives to anticipate the needs of the clients and act proactively on their requirementsLeading business and financial reviews to ensure key metrics and service level agreements are metSupporting business review presentations for TELUS International and implementing action plans resulting from these reviewscting as overall Operations prime: monitoring performance, and ensuring profitability and efficiency are maintained and / or improved for ourselves and our clientsDeveloping effective relationships with clients; serving as a key point of contact for escalationsReporting grievances or escalations to the executive team, as neededEnsuring proper budgeting, forecasting, and planning and delivery take place. Managing overall P&L and financial metrics for the N. Charleston siteWorking hours: 8:00 AM - 5:00 PMSkills:Cross cultural agility - ability to partner with international peers and leaders working within multiple countries and various disciplinesStrong relationship building skills with leader, peers, direct reports, and customersStrong written and verbal communication skillsEducation:Bachelors Experience:10+ yearsQualifications:10+ years experience in contact center operations10+ years experience in business process outsourcing would be a definite asset10+ years experience in a customer facing sales and/or sales support roles10+ years experience managing large, complex budgets10+ years experience providing inspired leadership to matrixed and non-matrixed teamsThe successful candidate must live in Charleston or be willing to relocate to Charleston (reasonable relocation and VISA support expenses to be covered by TI)Willingness and ability to travel domestically and internationally occasionally as requiredPost secondary education in business and commerce would be a definite assetFor immediate consideration please apply on our website: https://www.spherion.com/charlestonor email your resume to: marybarrineau@spherion.com Spherion has helped thousands of people just like you find work happiness! Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. No one works harder for you than Spherion. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.

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