Operations Manager

Overview of Job Responsibilities

The Contact Center Operations Manager position requires a highly detail oriented, accurate, customer service focused, organized individual who will be responsible for managing the day to day activity of a high profile customer account. This includes ensuring profitability of the programs, constant client interaction, growing the account and communicating directly with the management teams for inbound and outbound agents.

Qualifications, Knowledge, and Skills

• High School Diploma or GED
• 5-8 years call center experience required; 1-3 years at the manager level inbound call center management experience preferred
• Understanding and ability to execute inbound programs to ensure service levels and financial objectives are met
• Strong planning, forecasting, problem-solving and analytical skills
• Proven ability to develop and produce reports from existing systems, analyze them and make informed recommendations
• Knowledge of current call center & workforce management technology
• Demonstrated ability to interact with peers, senior management, and other departments in a professional manner
• Strong organizational, leadership and interpersonal management skills
• Possess budgeting and financial planning skills
• Demonstrated communication skills both written and verbal
• Must be able to foster a positive and productive work environment with the ability to lead, build teams and motivate staff
• Possess excellent knowledge of manpower planning and scheduling in a customer service environment
• Ability to work in a dynamic fast-paced atmosphere
• Experience with TCS scheduling software & Workforce Management Systems preferred
• Experience with post-sales operations and high tech environment preferred
• Ability to create, modify and track KPIs that relate to troubleshooting and documentation environments
• Strong communication, organizational, analytical, documentation, troubleshooting and problem-solving skills
• PC skills including word processing, spreadsheets, presentation graphics and multimedia
• Highly proficient in Excel, Word, PowerPoint, and other office products