Operations Manager

About the role

The Operations Manager provides leadership and direction to the Supervisors, team leaders, and CSRs to ensure project and team goals are met in accordance with contractual obligations. The Operations Manager will be responsible for ensuring that all calls are answered timely, accurately, and in a friendly and professional manner.

Responsibilities

• Assists the Sr. Operations Manager or Project Manager in leading and supervising the Project Team.
• Responsible for the day-to-day performance and development of the team leaders and CSRs.
• Directs Supervisors
• Aids in performing QA reviews of completed work, identifying performance and deficiencies, and working with the Quality Assurance and Training team to develop ongoing refresher training for individuals or the entire operational staff.
• Provides leadership and direction to ensure Contract performance and customer satisfaction goals are met.
• Identifies business process work flows and implements process changes for continued improvement.
• Participates fully in State initiatives and meetings when required.
• Regular and timely attendance is expected.
• Other duties as assigned.

Requirements

• Minimum of an Associate Degree required or equivalent Call Center experience.
• At least five years of experience with Contact Center operations using CRM.
• At least two years of experience in a leadership position.
• Professional experience using Microsoft Office Suite.
• Experience in administration management, including experience resolving personnel actions.
• Experience in fiscal and contract management and developing creative solutions to complex problems.
• Leadership and management experience in a multifunctional, multicultural environment.