Call Center Operations Manager
The Operations Manager is responsible for the daily oversight and management of a team of supervisors charged with achieving client deliverables through high performance teams of customer care representatives. The Operations Manager’s role is that of coach while holding his or her team accountable to ensure that agents meet or exceed the standards set forth by C3 and the client. The Operations Manager also has significant client facing interaction.
Monitor, track and evaluate supervisor performance based upon pre-determined Key Performance Indicators (KPI’s) and provide personal ongoing support and feedback to supervisors to ensure all client deliverables are met and C3 standards are adhered to.
Be a regular presence on the production floor and actively interact with supervisors and associates to ensure that they are engaged in productive work and systems are functioning properly.
Ensure that underperforming associates and supervisors meet client expectations through the creation and implementation of written action plans.
Resolve customer escalations.
Responsible for upward and downward communication both internally and as required to the client.
Interact as needed with other functional areas including HR, recruitment, marketing and Information Technology.
Participate in associate and supervisor selection and interviewing process.
Interact with clients demonstrating engaged leadership and detail orientation.
Other duties and responsibilities assigned by management of the company.
A minimum of five years operations leadership experience preferably in a call center environment.
High school diploma or GED required; college degree preferred.
Proficiency in working in a Windows-based computer environment.
Proficiency in Microsoft Office applications, especially MS Word and Excel.
Excellent oral and written communication skills.
Strong organizational and interpersonal skills.
Analytical and problem-solving skills.
Strong ability to multitask.
Ability to function in a fast-paced environment.
Dependability regarding completion of assignments and attendance