Call Center Operations Manager

Description

Duties and Responsibilities :

• Ensure all operations are carried on in an appropriate, cost-effective way
• Improve operational management systems, processes, and best practice
• Help the organization's processes remain legally compliant
• Formulate strategic and operational objectives
• Examine financial data and use them to improve profitability
• Manage budgets and forecasts
• Track and monitor all impound SLAs to ensure that all cases are dispatched timely and completed prior to the expiration of the timelines required by the clients.
• Perform quality controls and monitor production KPIs
• Recruit, train, manage performance & attendance, and motivate staff
• Find ways to increase quality of customer service
• Reporting on department call center performance

Education and Work Experience :

• 5 years of Customer Service / Call / Contact Center experience with a minimum of 3 years in a leadership position.
• Strong understanding of the contact center environment and the key levers to enhance performance and achieve targets.
• Significant experience with developing others through coaching, actionable feedback, and hands-on leadership.
• Must have great people skills, able to relate to and motivate people of diverse backgrounds.
• Bachelor's Degree or equivalent work experience.

Knowledge and Skills :

To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position.

• Must maintain highest level of Confidentiality at all times.
• Ability to communicate effectively (verbal and written)
• Excellent interpersonal skills
• Proficient computer skills : must have working knowledge of Excel and Word,
• Ability to multi-task, follow up, and meet deadlines
• Strong attention to detail
• Ability to identify discrepancies and take initiative to research variances and correct
• Customer Focus, Customer Service, Verbal Communication, Informing Others, Process Improvement, Problem Solving, People Skills, Teamwork, People Management, Managing Processes, Emphasizing Excellence

Hours Required : 40 plus hours weekly

40 plus hours weekly

Physical Demands :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to talk or hear, sit, use hands to finger, handle, or feel objects, tools, or controls;

reach with hands and arms; and occasionally required to stand; walk; climb stairs. The employee must occasionally lift and / or move up to 20 pounds.

Specific vision abilities required by the job include close vision and the ability to adjust focus.

Work Environment :

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The usual environment is in a business office with a noise level in the work environment that is usually moderate.

This job description reflects management's assignment of essential functions, and may be subject to change at any time due to reasonable accommodation or other reasons.