Call Center Operations Manager

1 week ago


Reston, Virginia, United States Qualfon Full time
Operations Manager - Call Center

This role requires onsite presence at our facility in the Detroit metro area and demands flexible availability to include evenings and weekends.

We are seeking a responsible and customer-focused individual to support and service a large Fortune 500 company.

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, throughput, and analyzing statistical reports.
  • Conduct Focus Group Discussions (FGD) 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, including manpower utilization, attrition, production hours, forecasting account revenue and spending, and maximizing financial performance.
  • Monitor and analyze internal metrics related to productivity, direct and indirect costs, and other financial aspects.
Active Communication:
  • Direct communication with Vendor Management Offices in the US, including organizing and attending conference calls, using electronic communication channels, managing and overseeing operational escalations, strategizing, operating, providing feedback, and handling escalations.
Analysis and Action Planning:
  • Analyze operational results to identify areas of opportunity and implement action plans for improvement.
  • Identify gaps in processes and create action plans to enhance performance.
  • Develop and implement strategic action plans and workflow processes.
Talent Development:
  • Identify and develop key personnel.
  • Provide timely feedback and coaching.
  • Recommend training programs.
  • Create training and development plans to address leadership gaps as needed.
Personnel Management:
  • Conduct follow-up meetings and organize agendas.
  • Forecast departmental training needs to meet desired FTE levels.
  • Develop and implement programs to enhance employee motivation and maintain a positive work environment.
  • Provide leadership for management initiatives to foster communication and drive performance.
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.

Qualfon is an equal opportunity employer and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, ancestry, status as a covered veteran, uniformed servicemember status, and any other characteristic protected under applicable federal, state, or local law.



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