Onsite Call Center Operations Manager

2 weeks ago


Villa Rica, Georgia, United States Southeastrans Full time
Job Summary

We are seeking a highly skilled and experienced Onsite Call Center Dispatch Supervisor to join our team at Southeastrans. As a key member of our operations team, you will be responsible for supervising the Dispatch department and ensuring the efficient management of resources to achieve customer satisfaction, productivity, and economic goals.

Key Responsibilities
  • Supervise and Manage Dispatch Department: Perform all necessary supervisory functions to effectively and efficiently manage the personnel within the Dispatch department.
  • Knowledge of Call Center Systems: Thorough knowledge of the various state contracts, especially as it pertains to trip dispatching, routing, call handling, and rates related to trip disbursement.
  • Employee Performance Management: Communicate areas of accountability and performance expected of personnel, conduct employee performance reviews, and ensure staff performance targets are met on a daily, weekly, and monthly basis.
  • Staffing and Scheduling: Approve, implement, and manage staffing schedules provided by WFM, and make temporary adjustments as needed to maximize performance.
  • Quality and Productivity: Provide regular monitoring and review of all work types to ensure that contractual and organizational quality standards are met, and meet departmental productivity and quality goals.
  • Communication and Teamwork: Hold regular staff meetings to communicate business objectives, and maintain a favorable working relationship with all other company employees to foster a cooperative and harmonious working climate.
  • Training and Development: Identify additional training needs, plan training sessions, and track performance improvement.
  • HR and Administrative Tasks: Conduct interviews, hire new staff, perform terminations where necessary, and complete HR paperwork as needed.
Requirements
  • Education: High school diploma or equivalent required.
  • Experience: Prior Call Center leadership experience and knowledge of call center systems.
  • Skills: Excellent interpersonal, communication, and leadership skills, and proficiency with the Microsoft Office products suite.
Work Environment

The work is mostly sedentary with periods of light physical activity, and is performed in the office. The noise level in the work environment is usually moderate.



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