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Call Center Operations Manager

2 months ago

Washington, United States ActioNet Full time
Job Summary

ActioNet is seeking a seasoned Call Center Operations Manager to lead our customer service team in the Washington, D.C. metro area. As a key member of our team, you will be responsible for overseeing the day-to-day operations of our call center, ensuring exceptional customer service, and driving business growth.

Key Responsibilities
  • Team Leadership: Supervise and mentor a team of customer service representatives to ensure they have the skills and knowledge needed to provide top-notch service to our clients.
  • Service Delivery: Ensure that all customer service requests are handled in a timely and efficient manner, meeting or exceeding client expectations.
  • Process Improvement: Identify areas for process improvement and implement changes to increase efficiency, reduce costs, and enhance customer satisfaction.
  • Training and Development: Develop and deliver training programs to enhance the skills and knowledge of customer service representatives.
  • Performance Management: Monitor and evaluate the performance of customer service representatives, providing feedback and coaching to improve performance.
Requirements
  • Leadership Experience: 5+ years of experience in a leadership role, preferably in a call center or customer service environment.
  • Customer Service Expertise: Proven track record of delivering exceptional customer service, with a strong understanding of customer needs and expectations.
  • Communication Skills: Excellent verbal and written communication skills, with the ability to effectively communicate with customers, team members, and senior leadership.
  • Problem-Solving Skills: Strong problem-solving skills, with the ability to analyze complex issues and develop effective solutions.
  • Technical Skills: Proficiency in Microsoft Office, with experience in call center software and technology.
Preferred Qualifications
  • Call Center Certification: ITIL or HDI certification, with experience in call center operations and management.
  • Education: Bachelor's degree in Business Administration, Communications, or a related field.
About ActioNet

ActioNet is a CMMI-DEV Level 4, CMMI-SVC Level 4, ISO 20000, ISO 27001, ISO 9001, HDI-certified, woman-owned IT Solutions Provider with strong qualifications and expertise in Agile Software Engineering, Cloud Solutions, Cyber Security and IT Managed Services. We are committed to delivering exceptional service to our clients, with a focus on quality, innovation, and customer satisfaction.