Job Title
Call Center Operations Manager
Date Posted
10/2/2018
Location
Altamonte Springs, FL
Min Salary
$40,000.00
Max Salary
$50,000.00
Job Type
Full-Time Regular
Job Description

ABOUT THE JOB:

The Call Center Operations Manager directs and manages all operational activities in assigned areas and contributes to the sites overall strategic direction. Their primary responsibilities being full execution of day-to-day business needs, including staffing, KPIs and Service Levels, and coaching and development.

ESSENTIAL FUNCTIONS:

  • Ensures proper planning, staffing, and direction of the operational functions of the division
  • Reviews all operations performance daily to ensure optimal production is reached
  • Manages and supervises production staff
  • Ensures proficient training, staff development, and effective employee relation/recognition is achieved for all operational personnel
  • Maintains and develops pertinent operational statistics, financial management information, and results reporting
  • Responsible for ramp-up drives/goals for the call center
  • Data Analysis, highlighting and enhancing Key Performance Indicators (KPIs) - Productivity Management
  • Meets targets on overall business level & ensuring desired Service Level Agreements are met with optimum quality & service
  • To develop and deploy motivational/incentive schemes on the floor
  • To review various reports and statistical data generated for the program and work out suitable action plans to effect continuous improvement
  • To authorize and coordinate changes in staffing schedules through the Operations Support team
  • To participate in client conference calls, client meetings etc. regarding all operational aspects of the designated client program

JOB REQUIREMENTS

  • A minimum of 5 years of experience in the contact center industry
  • At least 3 years of experience in an operations management role, including cross-functional teams/groups
  • Post-secondary diploma or degree with a major in Business
  • Experience in client relationship management and front-line supervisor development
  • Excellent communication skills; listening, verbal and written
  • Excellent organizational and time management skills
  • Experience with maintaining and developing operational statistics, financial management information, and results reporting

Compensation:

Salary 40,000.00 to 50,000.00 BOE

Great benefits including medical, vision, dental