Operations Manager
3 weeks ago
Why work here: We are a rapidly growing business, great opportunity for career advancement.
**Responsibilities will include**:
- Forecasting, scheduling, budgeting for the operations team.
- Communicating with call center supervisors to provide feedback about employee performance and coaching staff as needed.
- Providing leadership and management to all staff members in the call center to ensure that goals are met.
- Analyzing data for workforce management solutions and knowledge on budget vs staffing is essential.
- Creating bi-weekly schedules for multiple locations following forecasting trends
- Designing and implementing training programs for employees to ensure that they are equipped with the knowledge and skills necessary to perform their jobs effectively.
- Managing the flow of calls by overseeing the work of agents to ensure that customers are satisfied with the service they receive.
- Creating and maintaining a culture of excellence within the call center that inspires employees to do their best work.
- Monitoring agent performance to ensure that they are following procedure correctly and treating customers in a friendly, professional manner.
- Evaluating and improving call center operations by developing new policies and procedures, conducting audits, and making recommendations for change
- Hiring, training, scheduling, and managing a staff of agents who answer incoming calls from customers who have questions about products or services offered by a company.
- Must be fluent in English written and verbal.
- Must have FIVE (5) years of call center management experience.
- Must have THREE (3) years of experience with forecasting, scheduling, budgeting for an operations team of 200+
- Strong knowledge of Microsoft productivity solutions
- Associate degree or equivalent work experience
- Experience with Workforce Management solutions.
- Experience with creating, developing, and managing training programs.
PLEASE ONLY APPLY IF YOU MEET OR EXCEED THE ABOVE QUALIFICATIONS.
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