JOB OPENING – CALL CENTER OPERATIONS MANAGER POSITION: Call Center Operations Manager
REPORTS TO: Director of Operations/Vice President of Operations
DATE: December 20, 2019
DATE REQUIRED: Immediately
- Position Objective
The primary role of the Call Center Operations Manager is to be responsible for the strategic planning and execution of all project operations and the achievement of client objectives. Duties include management and leadership of processes for the continuous improvement of the customer experience. Strategic focus is on customer care, quality management, workforce planning, coaching and training. Performance metrics include but are not limited to call efficiency, low abandonment rate, high conversion rates, staffing utilization, acceptable turnover, and financial performance. A commitment to excellence is required and must be demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale and the achievement of established goals.
II. Job Duties and Responsibilities
- Successfully provide hands-on management of day to day inbound customer care operation of at least 10 agents
- Provide strong, dynamic leadership that mentors, develops, and guides agents to efficiently leverage the value of every call for maximum revenue to company
- Manage and control employee attrition
- Consistently meet and exceed client metrics: "Key Performance Indicators"
- Set priorities for the team to maximize results based on client objectives and measure team performance levels daily
- Meet and exceed monthly revenue and expenseobjectives
- Develop and maintain efficient workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision including performance evaluations/reviews
- Develop and execute a hands-on coaching, motivation and development strategy for agents to exceed expectations
- Identify performance and quality areas of opportunity and develop strategies and plans to improve and address these areas
- Develop and implement morale boosting plans to drive employee motivation
- Demonstrate exemplary leadership skills, leading by example, while focusing on employee development
- Create a positive “High Energy” working culture that spells success
- Participate in daily, weekly and monthly management meetings and client required conference calls
- Consistently deliver results against a defined scope of work that includes measurable ROI and performance reporting, measuring overall team performance levels daily
- Present monthly KPI statistics to Senior Management
- Ensure full compliance with company policies and procedures
III. Required Knowledge, Skills, and Abilities
- Bachelor´s degree preferred
- Call Center Operational Management experience (min 3 years supervision/management)
- 6-10 years Call Center/Inbound/collections/Customer Care expertise preferred in service solutions environment
- Experience managing client accounts in excess of 75 agents
- Dynamic leader who is engaging with people and is able to positive influence and persuade employees
- Must able to drive performance with limited resources
- Must possess demonstrated record of achieving desired results/goals via creative, innovative and effective strategies
- Highly detail, task and results oriented, with excellent organization, analytical and problem solving skills
- Excellent leadership abilities with the ability to make rational decisions
- Strong computer skills and knowledge of Microsoft Office products
- Demonstrated experience in client interface, presentations and project management
- Excellent negotiation, interpersonal, written and oral communications skills at every level, bilingual in English & Spanish preferred
- Strong mentoring and relationship building skills with ability to effectively manage group/interpersonal conflicts
- Ability to travel to the US with all required documentation to travel & reside in Panama City, Panama
