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Call Center Operations Manager

2 months ago

Lenexa, Kansas, United States Choctaw Resort Development Enterprise Full time
Job Summary

We are seeking a highly skilled and experienced Call Center Operations Manager to join our team at Choctaw Resort Development Enterprise. As a key member of our operations team, you will be responsible for ensuring the smooth and efficient operation of our Call Center, providing exceptional customer service, and leading a team of customer service representatives.

Key Responsibilities
  • Team Leadership: Supervise and manage a team of customer service representatives, providing guidance, coaching, and feedback to ensure they meet performance expectations.
  • Customer Service: Provide exceptional customer service to our guests, responding to their inquiries, resolving issues, and ensuring their needs are met.
  • Operations Management: Oversee the day-to-day operations of the Call Center, ensuring that all processes and procedures are followed, and that the team is working efficiently and effectively.
  • Quality Assurance: Monitor and evaluate the quality of customer service provided by the team, identifying areas for improvement and implementing changes as needed.
  • Training and Development: Develop and implement training programs to ensure that the team has the necessary skills and knowledge to provide exceptional customer service.
  • Reporting and Analysis: Analyze customer service metrics and provide regular reports to management on the performance of the team.
Requirements
  • Education: High school diploma or equivalent required; one year of experience in a call center or customer service environment preferred.
  • Experience: One year of supervisory or management experience in a call center or customer service environment preferred.
  • Skills: Excellent communication and interpersonal skills; ability to work in a fast-paced environment; strong problem-solving and analytical skills; ability to lead and motivate a team.
Working Conditions

The work environment is usually moderate, with occasional exposure to loud noises and tobacco smoke. The physical demands of the job include standing and walking for long periods, lifting up to 30 pounds, and bending, stooping, and stretching.