Call Center Operations Manager Jobs in Irmo, SC (NOW HIRING)

Capitol Bridge LLC is seeking an experienced On-Site Operations Call Center Manager to join our Columbia, South Carolina leadership team.  The Operations Call Center Manager must be on-site daily and will be supporting projects that provide contact center and administrative support. Every day, Capitol Bridge LLC is entrusted to support government programs by providing exemplary services to our client(s). The Operations Call Center Manager will serve as first point of contact to the Supervisor Leadership team, Customer Service agents, Subcontractors/Clients and Support Staff. The On-Site Call Center Manager will facilitate positive, constructive, and critical feedback to ensure their team(s) have the tools they need to succeed in their role.
 

Start Date: TBD upon Project Contract Approval (Pending Project Contract) 

New Hire Training Schedule: TBD upon Project Contract Approval 

Hours of Operations- Live Production Schedule – The On-Site Manager will align to an operations schedule that best fits the business, employees and projects’ needs. 

• Must be flexible with all schedules and be able to work weekends and or holidays. 

                  **Please note that all schedules are subject to change due to business needs. 

Pay and Benefits: 

Base rate: Commensurate on Experience and Project Contract Approval
Medical, Dental, and Vision benefits available
401(k) available with company match
Paid holidays
PTO 

What the On-Site Call Center Operations Manager will be doing: 

• Oversee the daily operations of the Contact Center and acts as a primary point of contact for clients, staff and support teams to deliver high quality services in a timely manner. 

• Ability to motivate and inspire employees, shadow of a leader and proven leadership. 

• Develop and maintain rapport and a professional relationship with the client, staff and support teams to ensure communication channels are open in regard to staff successes/opportunities/performance and project growth. 

• Build and manage the Contact Center team. 

• Accountability conversations and documentation. 

• Authoring and discussing employee's performance appraisals; addressing employee performance and corrective action plans. 

• Organizing workflows, performance and overall operations to ensure all projects are aligned. 

• Able to work in a high paced changing environment and able to effectively manage many lines of business and tasks.  

• Reporting and escalating issues/concerns to your senior manager or HR in a timely fashion. 

• Proactively anticipate and develop solutions to possible issues, resolve issues/concerns. 

• Lead staff orientations and meetings internally in order to provide key information and or development; Meet with client and or support teams via meeting, phone or teams. 

• Maintain detailed records, agendas, meeting minutes, logs, and operations details. 

• Create a positive team environment by motivation and recognition. 

• Maximize employee and site efficiency and profitability.  

• Managing project KPIs to ensure all requirements are met or exceed. 

• Provide daily/weekly/monthly reports, presentations and or action plans to senior leadership in a team meeting setting or via email/1 on 1. 

• Must have the ability to remain calm and respectful under pressure and or changes. 

• Must attend and be prepared for daily/weekly/monthly meetings as assigned, on time. 

• Must be able to work with all lines of business and departments, both internal and external. 

• Must be able to accept positive, constructive, and critical feedback. 

• Must have strong verbal and written communication skills. 

• Review and address opportunities with leadership members, senior leadership and or support teams. 

• Complete daily, weekly, and monthly required documentation in a timely matter; project or client based. 

• Ensuring that performance goals and accountability are clearly communicated and up to date.