Call Center Supervisor

Headquartered in Windsor, CT and with offices throughout North America, Europe, Asia, and Australia, SS&C provides the global financial services industry with a broad range of highly specialized software, business process outsourcing (BPO) services and application service provider (ASP) solutions. SS&C Technologies delivers mission-critical software products and services to the global financial services market, supporting the front, middle, and back office processing needs of industry professionals. SS&C provides software, consulting, and premium outsourcing services to eight industries: Alternate Investments, Asset Management, Insurance & Pension Funds, Financial Institutions, Municipal Finance, Real Estate Property management, Commercial Lending, and Corporate Treasury.  Description: The Supervisor of the Call Center is responsible for managing, planning, organizing, scheduling, coordinating, and controlling all resources that provide or support information technology, data processing services and communications. Responsibilities: -Supervises call center activities for inbound and outbound calls, and appropriateness of phone conversation content. -Generates and reviews reports, including performance metrics, quantity of abandoned call, and distribution of calls. -Function as the Subject Matter Expert on specific client operations for one or more clients. -Interfaces with client servicing executives to ensure contracts and service levels are managed in accordance with the agreements. -Acts as a liaison with other internal staff on exeception issues. -Builds and manages a best in class customer service and inbound channel. -Works with Operations Management to ensure there are adequately trained and deployed resources, timelines, and schedules for work completion and data quality standards. -Enforces and meets specific, quantifiable project performance milestones and standards including timelines and schedules for work completion and data quality standards. -Assures follow-up and completion of all transactions in a timely manner, informing appropriate staff of delayed, missing or incomplete items. -Manages expedited reports listed in cooperation with Operations. -Coaches, trains, and counsels team members on call center issues. -Participates in performance review process. -Participates in one on ones with all employees -Manages the call center operations budget. -Monitors the call center effectiveness and implements programs to improve overall sales and service.

Requirements: -Bachelors degree or related experience -5+ years call center and customer service experience

-1+ year experience as a lead in a service department -Demonstrated experience driving positive results to objectives -Experience developing strategies, policies, and plans for achieving tactical and strategic goals -Working knowledge on Excel and other MS Office programs -Previous call center experience in telecommunication fieldJob Code : CPIT08-0006 Division/Department : Corporate IT Travel Required : None