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SOS International LLC is seeking a highly motivated and experienced Call Center Operations Manager to oversee and manage a team of customer service representatives. As a key member of our operations team, you will be responsible for ensuring the highest level of customer satisfaction while optimizing efficiency and productivity.
Key Responsibilities- Team Management: Train, supervise, and lead a team of customer service representatives to ensure they have the necessary skills and knowledge to provide exceptional customer service.
- Performance Management: Set clear performance expectations, provide regular feedback, and conduct performance evaluations to ensure team members are meeting or exceeding expectations.
- Process Improvement: Identify areas for process improvement and implement strategies to enhance efficiency and productivity, resulting in improved customer satisfaction and reduced costs.
- Quality Assurance: Develop and implement quality assurance processes to ensure high standards of quality are maintained, and customers receive outstanding service and support.
- Customer Feedback: Analyze customer feedback and recommend changes to improve the customer experience, resulting in increased customer satisfaction and loyalty.
- Operational Oversight: Collaborate with the Call Center Manager and Program Managers to deliver operational oversight, encompassing program performance, and ensuring alignment with company goals and objectives.
- Education: A bachelor's degree in business administration, finance, quality management, or a related field is preferred.
- Experience: A minimum of two years' experience in a call center supervisory position, with a focus on customer service, team management, and process improvement.
- Skills: Exceptional organizational skills, attention to detail, and proficiency in computer operations and software utilization, including word processing, email, spreadsheets, reports, typing, and automated processes.
- Personal Qualities: Strong customer service orientation, collaborative team player, and robust business acumen.
- Language Skills: Proficiency in Spanish and English, facilitating seamless communication with diverse stakeholders.
- Industry Experience: Experience within a government contractor environment, highlighting familiarity with this unique landscape.
- Work Setting: The role primarily operates within a standard office environment.
- Travel Requirements: Anticipate approximately 5% travel time for the position.
