Work with other departments in the organization, such as quality assurance, training, IT, and recruiting.Provide regular feedback to supervisors regarding performance wins and areas of opportunity.Communicate key messages effectively to ensure that direct reports are informed of process changes. Monitoring of individual and team results to identify and act on both positive and negative performance.Proven ability to meet performance, efficiency, and quality assurance targets.Responsible for driving the growth of revenue and profit originating from a call center.Responsible for weekly payroll review and submission to ensure correct entries.Responsible for the overall performance and productivity of direct reports.Provide team motivation and development to maximize sales opportunities.Develop and maintain strategy on ensuring customer satisfaction on all service interaction.Directs workforce management activities and sets performance goals and objectives accordingly.Drive a culture of accountability, continuous improvement, and personal excellence.Manage metrics, performance criteria, policies and procedures to improve call center productivity continuously.Responsible for coaching and developing reports on customer service processes and best practices.Lead a team of 5-10 call center supervisors responsible for inbound and outbound representatives. Operations Managers work closely with the site director and client account managers to ensure adherence to corporate policies and procedures and the health of the account. Operations managers conduct regular business meetings with supervisor to complete performance reviews and coaching to ensure maximum quality and production of direct reports. The Operations Manager position is responsible for ensuring call quality from start to finish, and pro-actively seeks ways to improve the internal processes and results program-wide. Operations managers are responsible for the day-to-day activity and development of 5-10 supervisors within a complex call center environment. To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test. This is a full-time, local, on-site position and requires employees to report to work at one of our physical contact center locations. A background in call center operations management is required, and customer service, technical support, or back-office experience is preferred. Managers in this role coach and develop a team of 5 - 10 supervisors and are directly responsible for the performance of their team.Ĭandidates for this role should be experienced, highly organized, enjoy working with people, and possess a strong work ethic. Our team is looking for experienced call center leaders to support commercial and public sector clients. OPERATIONS MANAGER SUPPORTING COMMERCIAL AND PUBLIC SECTOR CLIENTS
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