Call Center Operations Manager

3 days ago


Michigan, United States Qualfon Full time
Job Title: Call Center Operations Manager

This role requires onsite presence at our facility in the Detroit metro area and demands flexible availability to include evenings and weekends.

Key Responsibilities:
  • Manage operations to meet client-defined metrics, focusing on client satisfaction and exceeding expectations in areas such as scorecard, quality, adherence, turn times, throughput, and analyzing statistical reports.
  • Conduct focus group discussions to identify and address concerns raised by employees at all levels.
  • Manage accounts at the operational level, ensuring production, cost, and financial results align with internal metrics.
  • Monitor and analyze internal metrics related to productivity, direct and indirect costs, and other financial aspects.
Requirements:
  • Minimum 5 years of experience in Back Office Call Center Operations and Production, with at least 2 to 4 years in a managerial capacity.
  • Advanced Microsoft Excel skills.
  • Proficiency in Microsoft Office applications.
  • Active Property & Casualty insurance license (preferred but not required at this time).
Preferred Qualifications:
  • Prior military experience or as a military dependent.
  • Six Sigma Green Belt certification (provided by Qualfon).
  • Proficiency in Microsoft Office products, including Excel, PowerPoint, and Outlook.
  • Familiarity with report generation and data analysis.

Qualfon is an equal opportunity employer and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, ancestry, status as a covered veteran, uniformed servicemember status, and any other characteristic protected under applicable federal, state, or local law.



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