Call Center Operations Manager

Responsibilities

• Develop and monitor key performance metrics to measure staff performance and operations functions
• Regularly evaluates business processes, procedures, and systems and makes recommendations for improvement
• Participates in business development for recently acquired contracts
• Participates in quality improvement projects and leads efforts in continuous improvement
• Maintains and updates policies, procedures, and training materials
• Builds and maintains relationships with states and agencies as the key liaison
• Sets up and manages staff schedules
• Resolves escalated customer complaints
• Trains and develops staff in a way that aligns with the Company's vision and values
• Communicates internally and externally as needed

Requirements

• Bachelor’s Degree required. Bachelor’s in business management or business administration preferred.
• At least two years of Operations experience
• Excellent written and oral communication skills
• Experience in supervision and leadership
• Extensive experience in working on complex projects with critical thinking and problem solving
• Demonstrated ability to work towards and meet deadlines
• Effective time management skills
• Ability to build positive relationships and communicate with people of diverse backgrounds and abilities
• Experience building highly effective teams
• Competence in Microsoft Office Suite
• Competence in utilizing multiple software applications

Qualifications

• Self-motivated
• Excellence in work ethics

Skills

• Microsoft Office Suite
• Multiple software applications

Benefits

• Flexible time off
• Competitive wages and benefits
• Opportunity to grow professionally

Pay

Compensation is commensurate with experience.

Schedule

Hours are typically 8:00 AM - 4:30 PM, Monday through Friday.