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Call Center Operations Manager

2 months ago

Boca Raton, United States Nation Safe Drivers Full time

Nation Safe Drivers has been in business for 60 years and offers the rare opportunity to earn ownership stocks With a stellar reputation as an industry leader in the Automotive Industry and one of the finest places to work in South Florida, we are excited about expanding our team. Our beautiful State-of-the-Art Corporate Headquarters is located in the heart of Boca Raton's thriving business park district. Employees are valued at NSD and enjoy a fun corporate culture, a supportive leadership team and excellent benefits.


NSD has an immediate need for a Call Center Operations Manager - (Sun-Thurs) 1:30pm-10:30pm


Responsibilities:

  • Ensure all operations are carried on in an appropriate, cost-effective way
  • Improve operational management systems, processes, and best practice
  • Help the organization’s processes remain legally compliant
  • Formulate strategic and operational objectives
  • Examine financial data and use them to improve profitability
  • Manage budgets and forecasts
  • Track and monitor all impound SLAs to ensure that all cases are dispatched timely and completed prior to the expiration of the timelines required by the clients.
  • Perform quality controls and monitor production KPIs
  • Recruit, train, manage performance & attendance, and motivate staff
  • Find ways to increase quality of customer service
  • Reporting on department call center performance


Education and Work Experience:

  • 5 years of Customer Service / Call/Contact Center experience with a minimum of 3 years in a leadership position.
  • Strong understanding of the contact center environment and the key levers to enhance performance and achieve targets.
  • Significant experience with developing others through coaching, actionable feedback, and hands-on leadership.
  • Must have great people skills, able to relate to and motivate people of diverse backgrounds.
  • Bachelor’s Degree or equivalent work experience.


What NSD can provide:

  • Excellent Benefits: Health, Dental, Life, Vision and Disability Options as well as Paid Vacation Days, Sick Days, Holidays and PTO. Pet Insurance too
  • Competitive compensation and a family-friendly work schedule
  • Excellent Corporate Culture: Social Events, Recognition Luncheons, Family Days, and Holiday Celebrations
  • Long-standing reputation for promoting from within -- great opportunity for a promising career path
  • ESOP - Employee Stock Ownership Plan


**NSD maintains a drug-free workplace and performs pre-employment substance abuse testing.

Nation Safe Drivers provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, pregnancy, marital status, gender identity or expression, or any other characteristic protected by federal, state or local laws.


This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.