Call Center Operations Manager

5 days ago

Tampa, Florida, United States OneTouch Direct Full time
Job Opportunity

OneTouch Direct is a leading provider of contact center solutions, serving Fortune 500 companies with innovative products and exceptional service. We're seeking a seasoned Call Center Assistant Director to drive our operations and customer experience forward.

Key Responsibilities:

  • Develop and implement call center strategies to enhance performance and customer satisfaction
  • Lead and motivate a team of call center agents, providing coaching and feedback to ensure high quality and productivity
  • Analyze call center metrics and generate reports to measure performance and identify areas for improvement
  • Collaborate with other departments to ensure seamless operations and excellent customer service
  • Design and deliver training programs to enhance the skills and knowledge of call center staff
  • Stay up-to-date with industry trends and best practices to continuously improve call center operations

Requirements:

  • 5+ years of experience in call center management or a related role
  • Demonstrated leadership skills and the ability to motivate and inspire teams
  • Strong knowledge of call center technologies, processes, and best practices
  • Excellent communication and interpersonal skills
  • Analytical and problem-solving abilities
  • Proven track record of driving performance improvements and achieving targets
  • Bachelor's degree in a relevant field is preferred

What We Offer:

  • Competitive hourly pay and uncapped bonuses
  • 6 checks per month: weekly bonus payouts plus bi-weekly hourly paychecks
  • Supportive environment with classroom training and 1-on-1 support
  • Great workplace with daily and weekly incentives
  • Benefits: Health Care Plan (Medical, Dental & Vision)
  • Growth opportunities for professional advancement
  • Diverse and welcoming culture with Employee Resource Groups

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