Operations Manager

18 hours ago

Orange Park, Florida, United States MCI Careers Full time
Job Title: Operations Manager

At MCI Careers, we are seeking an experienced Operations Manager to join our team. As an Operations Manager, you will be responsible for leading a team of call center supervisors and ensuring the day-to-day activity and development of the team.

Key Responsibilities:
  • Lead a team of call center supervisors and ensure the day-to-day activity and development of the team.
  • Coach and develop reports on customer service processes and best practices.
  • Manage metrics, performance criteria, policies, and procedures to improve call center productivity continuously.
  • Drive a culture of accountability, continuous improvement, and personal excellence.
  • Direct workforce management activities and set performance goals and objectives accordingly.
  • Develop and maintain strategy on ensuring customer satisfaction on all service interactions.
  • Provide team motivation and development to maximize sales opportunities.
  • Responsible for the overall performance and productivity of direct reports.
  • Responsible for weekly payroll review and submission to ensure correct entries.
  • Responsible for driving the growth of revenue and profit originating from a call center.
  • Proven ability to meet performance, efficiency, and quality assurance targets.
  • Monitoring of individual and team results to identify and act on both positive and negative performance.
  • Communicate key messages effectively to ensure that direct reports are informed of process changes.
  • Provide regular feedback to supervisors regarding performance wins and areas of opportunity.
  • Work with other departments in the organization, such as quality assurance, training, IT, and recruiting.
  • Develop and audit quality assurance strategies to ensure the delivery of world-class service.
  • Determining work procedures, preparing work schedules, and expediting workflow.
  • Responsible for hiring, coaching, and terminating call center employees.
  • Be a subject matter expert on your client's business.
  • Manage remote employees as needed.
  • Other duties and responsibilities as assigned.
Requirements:
  • Must be 18 years of age or older.
  • High school diploma or equivalent.
  • Experience with data-entry utilizing a computer.
  • The ability to read and speak English fluently.
  • Have a wired, high-speed internet connection (Download speed of 20Mbps+).
  • Excellent organizational, written, and oral communication skills.
  • The ability to type swiftly and accurately (20+ words a minute).
  • Ability to work regularly scheduled shifts within our hours of operation including the training period.
  • Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
  • Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications.
  • Highly reliable with the ability to maintain regular attendance and punctuality.
  • The ability to evaluate, troubleshoot, and follow-up on customer issues.
  • An aptitude for conflict resolution, problem solving, and negotiation.
  • Must be customer service oriented (empathetic, responsive, patient, and conscientious).
  • Ability to multi-task, stay focused, and self-manage.
  • Strong team orientation and customer focus.
  • The ability to thrive in a fast-paced environment where change and ambiguity are prevalent.
  • Excellent interpersonal skills and the ability to build relationships with your team and customers.
Preferred Qualifications:
  • One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment.
  • State or Federal work experience.

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