Call Center Operations Manager
Description
- Ensures attainment of internal and external key performance indicators on a daily, weekly and monthly basis.
- Provides leadership and guidance to assigned Supervisors to ensure the team develops and executes tactical business plans.
- Is responsible for daily analysis of business and client results to ensure clients' business objectives are met.
- Is responsible for staffing and hiring of all assigned operations positions within the call center.
- Is responsible for the smooth implementation of all change control in the Operations department.
- Provides daily analysis of results for all assigned and client processes and is responsible for making recommendations on program enhancements to appropriate.
- Account Management and Operations leadership.
- Educates, motivates, leads, guides and directs all assigned Supervisors and representatives in the call center.
- Monitors calls and provides feedback to Supervisors and Representatives based on observations.
- Monitors and tracks employees for progress against internal and external objectives.
- Has P&L responsibility for assigned clients ensuring attainment of revenue and cost budgets.
Requirements:
KNOWLEDGE AND SKILLS:
This position requires an extremely perceptive person, who is capable of relating to individuals at all levels. As unique situations present themselves, the incumbent must be sensitive to corporate needs, employee goodwill and the public image. Significant skills interviewing, coaching, conflict resolution and negotiation, planning, staffing and hiring is required.
Must be willing to work a flexible schedule.
EDUCATION AND WORK EXPERIENCE:
- Bachelor's degree preferred. Equivalent experience may be considered.
- At least five (5) years related experience in a call center environment managing large teams required.
- At least five (5 years) related experience in customer retention.
- Previous experience managing budgets and reporting on P&L.