Operations Manager

Manage first-line supervisors that are responsible for managing the day-to-day operations of a team of representatives handling customer inquiries and issues.

Job Duties

• Provide leadership and management to associates.
• Ensure the success of internal and external customers
• Provide training and development of the Supervisory team.
• Communicates areas of accountability and performance expected by teams.
• Regularly conduct supervisor and Quality Assurance, Training, and Workforce Management team meetings.
• Manage multiple teams for one or more clients.
• Develop and coach individuals for future advancement.
• Acting as an information source and answering questions, assigning tasks, following up, and giving instructions as needed.
• Ensuring that the team supervisors acquire the appropriate support and training to apply the best skills and knowledge on the job.
• Communicating solutions, successes, and opportunities to the Operations team.
• Practicing and ensuring compliance with that of all the organization's policies and procedures.
• Forecast and Plan financially for call volumes and capacity models by type and team (internal and external partners). Drive to achieve world-class call metrics (Average Speed of Answer, Average Handle Time, First Call Resolution...etc.).
• Conducting management, call monitoring, coaching, training, disciplining, and reviewing all subordinates.

Conducts performance reviews, disciplinary meetings, and termination recommendations.

• Notify clients of any terminations and the need to delete or add employee credentials within 4 hours of the termination.
• Conduct client meetings to review Quarterly Business Reviews.
• Establish strategies including new and unique ways to improve operations to move NET forward by setting goals to meet and exceed service levels, gathering pertinent business, financial, service and operations information, identifying and evaluating trends and options, choosing a course of action, defining objectives, and evaluating outcomes all while fostering teamwork and collaborative client partnerships.
• Develop and manage client portfolios.
• Sustain business growth and profitability by maximizing value.
• Analyze customer data to improve customer experience.
• Improve onboarding processes.
• Evaluate and improve communication infrastructure.
• Mediate between clients and the organization.
• Handle and resolve customer requests and complaints.
• Minimize customer churn.
• Other duties as assigned.

Skills

• Customer service background and 2-3 years of Management experience in a Customer Service environment, preferred
• Strong coaching ability.
• Strong Computer Skills with proficiencies in Excel and Word.
• Ability to motivate employees, establish, & maintain effective working relationships within the contact center staff as well as external employees.
• Good organization skills with the ability to multi-task effectively.
• Excellent command of the English language, and effective use of grammar skills.
• General knowledge of basic math skills, and ability to calculate percentages.
• Highly organized and able to multitask.
• Self-driven and initiative-taking nature.
• Excellent communication and people skills.
• Demonstrate leadership qualities.
• High computer literacy and ability to learn new software.
• Knowledge of customer success processes.
• Experience in document creation.
• Patient and active listener.
• Passion for service.

DEI Competencies

Diversity equity and inclusion as a leadership competency is a measure of success within NET.

• Cultural competence :
• Understand multiple frameworks, values, and norm.

Demonstrates an ability to flex style when faced with myriad dimensions of culture to be effective across cultural contexts.

• Negotiation : Negotiates and facilitates through cultural differences, conflicts, tensions, or misunderstandings.
• Judgment : Can discern when to inquire, advocate, drive, or resolve more decisively.
• Continuous learning : Commits to continuous learning / improvement in diversity, inclusion, and cultural competence.
• Corporate communications : Acknowledge and addresses possible unfavorable impact.
• Corporate Social Responsibility : Influences media and marketplace via communication and community outreach to competitively position the organization.
• Brand Management : Identifies, partners, and leverages relationships with key external diverse suppliers, organizations, and customers to : Enhance the supply chain and Increase market share, revenues, and loyalty.
• External Market Knowledge : Understands and is current on global and local trends / changes and how they inform and influence D&I.
• Supplier Diversity : Identifies, partners, and leverages relationships with key external diverse suppliers, organizations, and customers to Enhance the supply chain and Increase market share, revenues, and loyalty.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.

Duties, responsibilities, and activities may change at any time with or without notice.

Required Education and Experience

• High school diploma.
• Must be able to pass English grammar and sentence structure competency.
• General education diploma, some college desirable.

Attendance and Punctuality

Employees will follow the work schedule assigned and must comply with the attendance and established punctuality requirements.

North End Teleservices is an equal opportunity employer and is committed to diversity in its workforce. North End Teleservices recruits qualified applicants without regard to characteristics such as race, color, national origin, religion, gender, gender identity, sexual orientation, disability, veteran status, age, marital status, citizenship status, or any other status protected by law.