About The Operations Manager:
The Operations Manager monitors and evaluates the Supervisor and team member(s) performance, attendance, and conduct. The role generates and analyzes reports, partners with WFM to develop schedules to ensure adequate staffing levels. The role requires call center experience and account management with clients, by communicating with the client and leadership about needs. The role also provides updates and communication to the customer service team.
Responsibilities:
- Helps to determine the center’s operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analysis; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications and production, productivity, quality, and customer service standards; contributing information and analysis to organizational strategic plans and reviews.
- Maintains and improves center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analysis; managing system and process improvement and quality assurance programs.
- Accomplishes objectives by training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
- Meets center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
- Prepares performance reports by collecting, analyzing, and summarizing data and trends.
- Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
- Maintains professional and technical knowledge by tracking emerging trends in center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
- Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
- This job is primarily sedentary. While performing the duties of this job, the employee is frequently required to sit, talk, and hear. The employee is required to have close visual acuity to view a computer terminal and to prepare and read documents, e-mails, reports, and other correspondence on paper and on a computer monitor. The employee may be required to exert up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
Qualifications & Required Skills:
- Excellent written and verbal communication skills
- Demonstrated listening and customer service skills
- Experience measuring, monitoring, and analyzing performance metrics and standards
- Ability to perform quantitative and qualitative analyses of existing business processes
- Ability to coach, develop, and mentor team members
- Self-motivated and goal-oriented
- Working knowledge of CRM systems
- Computer literate with knowledge of web and mobile apps
- Possess leadership and team-building skills
- Demonstrated attention to detail and accuracy
- Strong analytical and problem-solving skills
- Ability to multi-task, set priorities, manage time effectively, and work under pressure
- Self-directed, takes initiative in executing job duties
- Professional and courteous demeanor and ability to collaborate with a team
Required Qualifications:
- 3 – 5 years of operations experience in a high-volume contact center environment (preferred)
- 3 – 5 years of experience leading teams in customer service, training, marketing, sales, etc.(preferred)
Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. EEO Statement:ContactUs is an equal opportunity employer. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.
