Call Center Operations Manager

4 days ago


Minneapolis, Minnesota, United States Internet Brands Full time
About the Role

We are seeking a highly skilled Call Center Optimization Specialist to join our team at Internet Brands. This is an exciting opportunity for a motivated individual who is passionate about delivering exceptional customer service and optimizing call center operations.

As a Call Center Optimization Specialist, you will be responsible for real-time monitoring of agent adherence to schedules and call queues to ensure service levels are met and agents are adhering to their schedules. You will oversee intraday management of real-time workload requirements, track agent availability, call volume, and other metrics throughout the day.

The ideal candidate will have moderate experience with Google Workspace, basic knowledge of Microsoft Excel, attention to detail, ability to multi-task and manage time appropriately, and previous call center experience required. The salary for this position is estimated to be around $65,000 - $85,000 per year, depending on location and experience.

Key Responsibilities:

  • Oversee intraday management of real-time workload requirements
  • Track agent availability, call volume, and other metrics throughout the day
  • Manage real-time response to events and incidents, and escalating to appropriate teams when needed
  • Utilize workforce management software and reporting tools to analyze performance data
  • Make real-time staffing adjustments based on call trends and operational needs
  • Monitor real-time adherence to schedules for team members and provide feedback to leaders in real-time
  • Monitor and manage attendance communications received from team members
  • Provide intraday updates to leaders
  • Assist in monitoring and handling of WFM emails and chats
  • Assist in scheduling various agent activities while ensuring overall shift coverage as needed
  • Assist in creation and updating of WFM documentation as needed
  • Assist with basic reporting needs daily, weekly, and monthly as necessary
  • Assist with administration of any WFM software
  • Assist with other projects or duties as requested or assigned
  • Complies with all policies and standards


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