Call Center Operations Manager

3 weeks ago


Irvine, California, United States Lukos Full time
Job Summary

The Call Center Manager at Lukos is responsible for overseeing the day-to-day operations of our call center, ensuring that our team provides exceptional customer service and support. This role requires a strong leader who can analyze business processes, recommend improvements, and drive strategic planning.

Key Responsibilities
  • Develop and implement call center operational strategies to improve productivity, quality, and customer satisfaction.
  • Monitor system performance, identify and resolve problems, and prepare action plans to ensure seamless operations.
  • Recruit, select, train, and develop a high-performing team of call center representatives.
  • Prepare and present performance reports to stakeholders, highlighting key metrics and trends.
  • Collaborate with cross-functional teams to ensure alignment and effective communication.

Requirements
  • Bachelor's degree and five years of experience in call center management or a related field.
  • Proven track record of improving call center performance and customer satisfaction.
  • Excellent leadership, communication, and analytical skills.
  • Ability to work in a fast-paced environment and adapt to changing priorities.

About Lukos

Lukos is a professional services company that delivers expertise to the Federal Government. We help federal agencies in areas such as national security, homeland security, international development, training, analytics, healthcare, and other professional services. Our team is passionate about making a difference and delivering exceptional results.

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