Minacs Work Values

Daily Duties at Minacs:

Direct and coordinate activities concerned with the operation of a 300 seat call center within company guidelines and policies. Ensures both the client Key Performance Indicators (KPI's) and client expectations are met as well as managing profitability and program performance internally. • Manage performance on all programs to meet and exceed all client and company expectations. Ensure Key Performance Indicators (KPI's) are achieved. May directly communicate with client regarding KPI's. • Directly supervise 3 Team Managers, 2 Engagement Managers, 1 Operations Support Manager, and 3 Administrative positions. Indirectly responsible for 10 Team Leaders and 200 Customer Service Representatives. • Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. • Oversee hiring process to ensure all positions are staffed to assigned levels per campaign to ensure productivity. Analyze staffing levels of CSR's to meet the fluctuations in call demands and campaigns. Roll out schedule changes and new hire classes as needed. • Analyze profitability of program by developing weekly Performance statements. Includes comparing forecasted revenue to actual and explain variances. Make adjustments as necessary. Includes ratio management to ensure proper staffing management based on Customer Service Representative (CSR's) headcount. • Increased program/client GPM from 29% to 44% by blending CSR environment and increasing billable utilization.

What they like about Minacs:

You give high priority to hiring firms with prestige. Market reputation and prestige of a firm may be determined through on-line research, and conversations with individuals working in your target industry. Note that firms "in the public eye" receive a great deal more critical publicity and attention than those operating with more anonymity. So as you assess your employment opportunities, be sure to seek out the positive aspects of the firm's reputation in addition to noting negative publicity the company may have received.

Tags

Client Advocate, Call Center Manager, Customer Service Director, Account Management, Program Manager, Operations Manager, Quality Manager

Skills

Strategic Planning, Organizational Process Design, Reporting, Microsoft Office , Business Writing Skills, P&L responsibilities, Presentation, Technology Solutions, Leadership

These are some of the questions we asked our climbers about their experiences with Minacs: