The Operations Manager will be responsible for leading and managing our call center operations. The successful candidate will be responsible for overseeing the daily operations, ensuring efficiency, and delivering exceptional customer service. The Operations Manager will play a key role in achieving organizational goals by implementing effective strategies, optimizing processes, and motivating a team of customer service team leads, assistant team leads and representatives.
Responsibilities:
Work closely with Client, Client Services, Director of Operations, Site Manager, cross-functional teams, and Supervisors to plan and develop scope, deliverables, required resources, work plan, and timing for new initiatives.Oversee day-to-day call center operations to ensure smooth functioning and adherence to established processes and protocols.Implement and optimize operational policies and procedures to enhance efficiency and service quality.Utilize key performance indicators (KPIs) to monitor and evaluate the performance of the call center team.Identify areas for improvement and implement strategies to enhance overall performance.Allocate and manage program resources, including budget, personnel, and equipment, to ensure optimal utilization and efficiency.Establish and maintain quality assurance standards to ensure consistent and high-quality service delivery.Foster a customer-centric culture within the team to prioritize customer satisfaction.Address customer escalations and work towards effective resolution of issues.Identify, assess, and mitigate program risks and issues. Develop risk management strategies and contingency plans to minimize potential disruptions and optimize program outcomes.Analyze call center data to identify trends, patterns, and areas for improvement.Use data-driven insights to make informed decisions and drive operational excellence.Manage program and Supervisors for optimal performance, coordinate and delegate cross-project initiatives. Analyze, evaluate, overcome program challenges, and produce program reports for management and stakeholders.Strategize, implement, and maintain program initiatives that adhere to organizational objectives.Develop program assessment protocols for evaluation and improvement.Maintain organizational standards of satisfaction, quality, and performance.Makes recommendations to management to improve current processes and procedures.
Required Skills/Abilities:
Several years of experience in a leadership or managerial role, preferably in a similar industry or site-specific environment.Expert level or higher Customer Service and Sales skills.High School Graduate/Equivalent in experience.Strong interpersonal, coaching, and leadership skills.Strong ability to follow direction and adhere to procedures.Ability to multitask across several platforms.Self-motivated with strong sense of urgency and solid work ethic.Works well independently and in a team environment.Exceptional leadership, time management, facilitation, and organizational skillsExcellent listening, oral and written communication skills.Detail oriented; strong analytical skills and able to prepare all required documents prior to client/company sessions.Strong working knowledge of Microsoft Office; Excel, Word, and Power Point.Proven ability to communicate effectively and professionally with clients on performance calls.Ability to communicate effectively and efficiently despite the audience.Business spoken and written English/Spanish is a must.
Physical Requirements:
General office environment. Occasionally working weekends, evenings and holidays required.
Note:
The above listed are major responsibilities of this position. They are not intended to cover each aspect of the position as the scope and duties of a given position may change or be temporarily altered based on the business needs of the Company.
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