Operations Manager

4 days ago

Charlotte, United States Townsquare Interactive Full time
Job DescriptionJob Description

Operations Manager – Customer Care & Service

Townsquare Interactive

**This position requires you to work in our Charlotte Uptown office**

About Townsquare Interactive:

At Townsquare Interactive, we specialize in empowering small and medium-sized businesses to thrive. Our stellar business management platform enhances customer flow, ensuring ongoing success. From comprehensive business management software to website design, SEO, social posts, and reputation monitoring – we've got all your digital needs covered. Our mission is to simplify success for businesses of all sizes.

The Operations Manager Opportunity:
We are seeking an experienced and dynamic Operations Manager to lead and manage our Customer Care & Service team, responsible for handling inbound and outbound calls to our valued clients. The ideal candidate will have a proven track record in call center management and a passion for driving performance and achieving results.

Responsibilities:

  • Oversee daily operations of the team, ensuring efficient handling of inbound and outbound calls to meet customer needs and business objectives.
  • Provide leadership, motivation, and live-coaching to the team, empowering them to deliver exceptional customer service.
  • Monitor performance metrics and KPIs, analyzing data to identify trends and areas for improvement.
  • Conduct regular performance reviews and provide ongoing coaching and development opportunities for team members.
  • Handle escalated customer issues and complaints, ensuring timely and effective resolution.
  • Develop and implement strategies to improve processes, productivity, and customer satisfaction.
  • Collaborate with other departments to ensure seamless communication and alignment of goals.
  • Manage team headcount needs through call volume tracking and partner with the Recruiting team to project hiring needs.
  • Prepare and present reports on team performance to senior management.
  • Maintain up-to-date knowledge of industry trends and best practices to continuously enhance call center operations.

Qualifications:

  • BA/BS degree in Business Administration, Management, or a related field (preferred)
  • Minimum of 5 years of experience in a leadership role within Call Center Management
  • Strong leadership and team management skills with the ability to inspire and drive performance.
  • Exceptional presentation, interpersonal, and communication skills
  • Analytical mindset with the ability to interpret data and make informed decisions.
  • Experience with call volume tracking and allocating headcount to support business needs.
  • Exceptional problem-solving skills and the ability to handle high-pressure situations.

Benefits:

  • Competitive base salary and bonus plan
  • 3 weeks PTO
  • 9 paid holidays (including 2 personal/floating holidays)
  • Volunteer Time Off
  • Health, Dental, and Vision Insurance
  • Pet Insurance
  • 401(K) Retirement Plan with Company Match
  • Employee Stock Purchase Plan
  • Company-provided laptop
  • Comprehensive training and growth opportunities
  • Unlimited growth potential in a dynamic work environment

TOWNSQUARE MEDIA BROADCASTING, LLC MAINTAINS A DRUG-FREE WORKPLACE AND IS AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER. APPLICANTS MUST BE ELIGIBLE TO WORK IN THE U.S.

Townsquare Media provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Townsquare Media complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. 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. Townsquare Media expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Townsquare Media's employees to perform their job duties may result in discipline up to and including discharge.

#LI-TS1

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