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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.


Description

The Operations Manager is responsible for managing first line Supervisors that are responsible for managing day to day operations of a team of representatives handling Customer Service event for stranded motorist. They insure that client/corporate service, quality, financial and metric goals are met. This includes a high focus on the efficiency of the events, as well as a commitment to excellent customer service. In addition, the Operations Manager will provide Leadership and management guidance for CSRs and the Leadership team, which will include training and development of the Supervisors. They will coach and mentor, conduct team meetings and supervise multiple teams for a multitude of clients.

Schedule: 1:30pm-10:30pm Sun-Thurs


Qualifications:

1. At least 1-2 years of Operations Management experience in a call center and 3 years in supervising employees in a Customer Service Call Center

2. Experience managing 125-200 personnel with varying metric goals, such as Quality, Customer Satisfaction, Average Handle Time, Schedule Adherence, Service Level Goals, GM%, etc.

3. Self-motivated and must excel in a minimally managed, high profile position

4. Basic knowledge of call center fundamentals Erlang-C calculation and staffing/forecasting optimization

5. Able to handle/coordinate scheduling strategies with operations

6. Strong problem solving, research and decision making skills

7. Strong, interpersonal, communication and analytical skills

8. Experience with Microsoft Excel and Call Center tools such as Avaya, CMS, Business Advocate, and Teleopti

9. Organizational and Time-Management Skills

10. Professional Demeanor

11. Able to learn in a high pace environment on a shortened learning curve


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.