Job Title:
Operations Manager
About the Role:
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. This role also focuses on enhancing team member satisfaction resulting in the retention of Call Center Supervisors and Customer Service Representatives.
Responsibilities:
* Support directives from leadership.
* Lead, coach and develop Call Center Supervisors.
* Set and prioritize goals to achieve business objectives.
* Collaborate with various teams including HR, Training, Workforce, Finance and Quality.
* Drive improvements in people, processes and technology.
* Ensure client, subscriber and quality expectations are met.
* Recognize and reward top performers.
Requirements:
* Minimum of 5-8 years call center experience required, with at least 3-5 years at the manager level.
* 2-3 years directly managing call center supervisors.
* Proven and demonstrable leadership, management and motivational skills.
* Non-negotiable experience with sales (hard-selling/upselling), call center technology including ACD, workforce management agent productivity tools and quality management tools.
* Proficiency using MS Office suite.
Benefits:
This role offers an exciting opportunity for growth and professional development in a dynamic work environment.
Key Skills:
Leadership, Management, Motivation, Sales, Call Center Technology, Team Management, Time Management, Budgeting, Project Management.