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Advance Customer Service Manager (#1,067,420,091) 

Job offer #1,067,420,091 in Belize

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The Advanced Customer Service Manager works closely with the Vice President of Advanced Customer Service in managing the delinquency control for the ACS department through customer contact activities. The position is also responsible for the day-to-day supervision of ACS staff at all sites. The position reports to the Vice President of Advanced Customer Service/Recoveries. This individual has access to critical, and potentially sensitive, corporate systems and company & customer information. This position has managerial responsibility for call center staff.

Essential Functions:

Manages all hourly ACS staff including Lead Agents, Supervisors and clerical personnel to implement established procedure, schedule work flow duties and ensure the training of all ACS personnel at all locations.
Ensures monthly monetary and metric goals are achieved by the department.
Works with the ACS VP, and leadership staff to ensure individual and departmental goals are consistent with company goals.
Partners with the Dialer team to develop enhancements on dialer capabilities to boost contact levels as well as productivity.
Address/resolve IT related issues by working with IT help desk and local contractors when required.
Ensure staffing levels are consistent with account flow needs, as determined by forecasted returns, recommending changes as inventory dictates.
Partner with Human Resources to take initiative on all recruiting efforts; conduct interviews for ACS staff and recommend hiring of qualified candidates.
Initiate disciplinary actions and accommodations for staff as set forth through company policy and procedure, utilizing consultation from Human Resources.
Manages workflow throughout ACS department to ensure constant focus.
Administers monthly and annual staff evaluations/performance appraisals.
Review and approve all staff time sheets when requested as well as time off requests, coordinating with peers to ensure adequate staffing levels based on coverage needs.
Conduct weekly staff meetings addressing productivity and compliance issues.
Manage incentive programs and or contests to foster team atmosphere and increase productivity.
Assists VP, of ACS with departmental budget; supply orders, and computer equipment ensuring optimal departmental function/productivity.
Responsible for staff scheduling
Assists in special projects as requested.

The Company

Company Name
Infotel International
Company Description
Infotel International LTD. offers a variety of both inbound and outbound call center services that can be customized to meet your specific business needs. Our superior training combined with our commitment to excellent customer service means we will produce maximum results while maintaining the integrity of your business and your brand. There’s no disputing that as outsourcing continues to grow, more and more companies are becoming increasingly choosy in selecting providers who can consistently deliver high quality services. Infotel International, LTD. established in 2006, is just such a provider. Located in Belize, Central America, Infotel International, LTD. employees have become renowned for their intelligence, their resourcefulness, and most important of all, their ability to communicate in English. Just a scant 750 miles southwest of Miami, FL, Belize’s close proximity to the U.S. doesn’t hurt either. Our call center will keep you connected to your customers via the most up to date technologies, including fiber optic internet service and VoIP. Infotel International, LTD. is also powered by a highly motivated, driven group of energetic professionals for whom delivering a quality service is first and foremost, and anything less than the very best, simply won’t do!
Number of Employees
101 - 1000
Your Contact Partner
Julie Fletcher

Job Details

Employment Status
Full time
Type of Salary
Hourly Rate
Job Location

Job Requirements

Minimum Educational Qualification
Professional Experience
3 Years
Languages known
English  (Intermediate)

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