Job Summary:
Operations Manager, you will directly oversee call center sales personnel to ensure positive morale and effective daily operations. You will serve our local and national customers through the development and implementation of best cell center methods and procedures. You will also be asked to make suggestions for system and process improvement using your knowledge of daily and ground operations. Job Responsibilities: Prepares call center performance reports by collecting and analyzing call agents' data. Evaluates individual performance reviews and overall team effectiveness with upper management. Helps call agents with challenging customer service issues. Monitors team performance and provide tools if necessary. Determines call center operational strategies by evaluating team results and objectives. Maintains and improves call center operations by monitoring system performance and identifying and resolving problems. Meets financial targets by estimating performance requirements and preparing annual budgets. Presents monthly and annual call center action plans and objectives. Manages real-time call center operations to ensure we meet all KPI and service level targets Monitor call metrics; track effectiveness in call time, quality and customer experience Conduct feedback sessions with team members using recorded calls as learning tools Maintains and improves call center operations by monitoring system performance; identifying and resolving problems Prepare call center performance reports by collecting, analyzing, and summarizing data and trends Communicate customer issues with the operations team and devise ways of improving the customer experience, including resolving problems and complaints Communicate all operating policies, changes, and/or issues at department meetings Maintain a safe, healthy and productive work environment by establishing, enforcing standards and procedures Prepare weekly and monthly KPI reports for submission to executive management Meet or exceed The operation's labor budget expectations Accomplish organizational goals by suggesting bold or innovative ideas in the spirit of constant improvement Qualifications 5 + years supervisory experience with front-line representatives Strong interpersonal skills Highly proficient in Excel and other Microsoft Office products Bachelor's degree preferred, but not required Proven history of process improvement at an organizational level Experience working with a large and diverse employee base Open to working flexible hours Excellent ability to delegate responsibilities while maintaining organizational control of branch operations and customer service Proficiency in conflict management and business negotiation processes. Excellent understanding of technology, software applications, and phone and computer systems Advanced customer focus and customer service skills Exceptional training and coaching skills to motivate employees Great verbal and written communication skills Ability to remain calm and in control of a situation
