Call Center Operations Manager

5 days ago


Hyattsville, Maryland, United States Sparks Group Full time
Job Title: Call Center Operations Manager

  At Sparks Group, we are seeking a highly skilled Call Center Operations Manager to oversee the daily operations of our credit union's call center. This is an exciting opportunity for a results-driven leader to drive efficiency and customer satisfaction.

About the Role:

  As a key member of our team, you will be responsible for managing a team of call center representatives, developing effective performance management systems, and ensuring seamless customer service delivery.

Key Responsibilities:
  • Team Leadership
    • Recruit, train, and develop high-performing call center teams
    • Implement data-driven coaching and mentoring programs
    • Foster a positive and supportive work culture
    • Monitor and improve team performance metrics
  • Operational Excellence
    • Develop and implement efficient call center processes
    • Ensure compliance with regulations and industry standards
    • Analyze data to identify opportunities for improvement
    • Manage call center technology and equipment
  • Customer Service
    • Resolve customer inquiries and issues promptly and professionally
    • Enhance the overall customer experience through data-driven insights
    • Develop strategies to improve customer satisfaction
    • Escalate complex customer complaints
  • Reporting and Analysis
    • Generate regular reports on call center performance
    • Analyze data to inform decision-making

  The ideal candidate will possess strong leadership skills, excellent communication and problem-solving abilities, and a proven track record in call center management.

Requirements:
  • Bachelor's degree in Business Administration or related field
  • 5+ years of experience in call center environment, including 2+ years in a supervisory role
  • Strong leadership, interpersonal, and communication skills
  • Excellent problem-solving and analytical abilities
  • Proficiency in call center software and technology
  • Knowledge of federal credit union regulations and compliance requirements

  Sparks Group offers a comprehensive benefits package, including health and life insurance, paid time off, and retirement plans. We value diversity and inclusion in the workplace and welcome applicants from diverse backgrounds.

  Payout Salary Range: $65,000 - $80,000 per year

About Sparks Group:

  We are an equal opportunity employer committed to fostering a positive and inclusive work environment. Join us in shaping the future of customer service excellence



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