![]() Possess practical conflict resolution skills (both customer and agent conflict) Superior knowledge of call center tools and technology used to manage KPIs and SLAs Strong supervisory experience including staff developmentĪdvanced knowledge of Microsoft Office including Outlook, Excel, Word & PowerPointĭemonstrated ability to drive sales through the actions of others Minimum of 15-years of total call center experience and at least 10-years of call center management experienceĪssociates degree or equivalent combination of education and relevant work experienceĮxceptional interpersonal & communication skills The right candidate will exhibit good business judgment and acumen and be comfortable collaborating with other departments and locations throughout the organization. The ability to professionally represent the organization internally and client-facing is a must. This position requires an advanced degree of leadership, creative thinking, and dedication to people. The ideal candidate would share and understand the high-growth objectives of the company. WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION? Other duties and responsibilities as assigned Responsible for hiring, coaching and terminating call center employeesīe a subject matter expert on your client's business Work with other departments in the organization, such as quality assurance, training, IT, and recruiting.ĭevelop and audit quality assurance strategies to ensure the delivery of world-class serviceĭetermining work procedures, preparing work schedules, and expediting workflow Provide regular feedback to supervisors regarding performance wins and areas of opportunity Monitoring of individual and team results to identify and act on both positive and negative performanceĬommunicate key messages effectively to ensure that direct reports are informed of process changes Proven ability to meet performance, efficiency, and quality assurance targets Responsible for driving the growth of revenue and profit originating from a call center Responsible for weekly payroll review and submission to ensure correct entries Responsible for the overall performance and productivity of direct reports Provide team motivation and development to maximize sales opportunities Manage metrics, performance criteria, policies and procedures to improve call center productivity continuouslyĭrive a culture of accountability, continuous improvement, and personal excellenceĭirects workforce management activities and sets performance goals and objectives accordinglyĭevelop and maintain strategy on ensuring customer satisfaction on all service interaction Responsible for coaching and developing reports on customer service processes and best practices Lead a team of 5-15 call center supervisors responsible for inbound and outbound representatives Operations Managers work closely with the site director and client account managers to ensure adherence to corporate policies and procedures and the health of the account. Operations managers conduct regular business meetings with supervisor to complete performance reviews and coaching to ensure maximum quality and production of direct reports. The Operations Manager position is responsible for ensuring call quality from start to finish, and pro-actively seeks ways to improve the internal processes and results program-wide. Operations managers are responsible for the day-to-day activity and development of 5-10 supervisors within a complex call center environment. ![]() To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test. This is a full-time, local, on-site position and requires employees to report to work at one of our physical contact center locations. A background in call center operations management is required, and customer service, technical support, or back-office experience is preferred. Managers in this role coach and develop a team of 5 - 10 supervisors and are directly responsible for the performance of their team.Ĭandidates for this role should be experienced, highly organized, enjoy working with people, and possess a strong work ethic. Our team is looking for experienced call center leaders to support commercial and public sector clients. SENIOR OPERATIONS MANAGER SUPPORTING PUBLIC SECTOR CLIENTS JOB TYPE: Full-Time PAY TYPES: Salary + Bonus SALARY: Commensurate BENEFITS & PERKS: MANAGEMENT: Paid Time Off, Medical, Dental, Vision, Life Insurance, Retirement, Company Cell Phone, Company Laptop, Advancement APPLICATION DETAILS: No Resume Required, On-site Interview POSITION OVERVIEW:
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