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Call Center Operations Manager

2 months ago

Highland Park, Michigan, United States Qualfon Full time
Job Title: Call Center Operations Manager

We are seeking a highly skilled Call Center Operations Manager to join our team at Qualfon. As a key member of our operations team, you will be responsible for ensuring the smooth operation of our customer service center, focusing on delivering exceptional customer experiences and meeting client-defined metrics.

Key Responsibilities:
  • Manage operations to meet client-defined metrics, focusing on client satisfaction and exceeding expectations in areas such as scorecard, quality, adherence, turn times, and throughput.
  • Analyze statistical reports and arrival patterns to ensure adequate staffing levels are maintained to meet service level agreements.
  • Conduct focus group discussions to identify and address concerns raised by employees at all levels.
  • Manage accounts at the operational level, ensuring production, cost, and financial results align with internal metrics.
Requirements:
  • Minimum 5 years of experience in Back Office Call Center Operations and Production, with at least 2 to 4 years in a managerial capacity.
  • Advanced Microsoft Excel skills.
  • Proficiency in Microsoft Office applications.
  • Active Property & Casualty insurance license (preferred but not required at this time).
Preferred:
  • Prior military experience or as a military dependent.
  • Six Sigma Green Belt certification (provided by Qualfon).
  • Proficiency in Microsoft Office products, including Excel, PowerPoint, and Outlook.
  • Familiarity with report generation and data analysis.

We are an equal opportunity employer and welcome applications from diverse candidates. If you are passionate about delivering exceptional customer service and have the skills and experience, we encourage you to apply.