Operations Manager

The Operations Manager will lead a team of Call Center Supervisors by providing them with direction, support and career development. The position is responsible for improving customer satisfaction and the productivity and performance of Experts. The Operations Manager will also improve team member satisfaction resulting in the retention of Call Center Supervisors and Customer Service Representatives.

The Operations Manager will lead a team of Call Center Supervisors by providing them with direction, support and career development. The position is responsible for improving customer satisfaction and the productivity and performance of Experts. The Operations Manager will also improve team member satisfaction resulting in the retention of Call Center Supervisors and Customer Service Representatives.

Key Responsibilities:

• Support directives from Call Center leadership.
• Lead, coach, and develop Call Center Supervisors.
• Set and prioritize goals to achieve business objectives.
• Collaborate with HR, Training, Workforce, Finance, and Quality teams.
• Drive improvements in people, processes, and technology.
• Ensure client, subscriber, and quality expectations are met.
• Communicates frequently and openly, to motivate team member to achieve goals
• Recognize and reward top performers.
• Manage budgets, projects, and changing priorities.
• Maintain strong floor presence and open communication with staff.
  
  

• College degree or equivalent experience required-advanced degree(s) or certification (s) preferred
• Minimum of 5-8 years call center experience required, with at least 2-3 years at the manager level
• Minimum 2 years experience managing a sales and telco program
• Ability to quickly resolve concerns and problems within the Department
• Demonstrates a commitment to achieve all goals and objectives, including sales performance metrics
• Proven and demonstrable leadership, management, and motivational skills
• Results-driven, action-oriented, and self-motivated mindset
• Must be experienced and comfortable working in a dynamic entrepreneurial environment and able to deal well with change and ambiguity
• Experience with call center technology, including ACD, workforce management agent productivity tools, and quality management tools.
• Proficiency using MS office