Dedicated Operations Manager

1 week ago


Salt Lake, Utah, United States Frontline Call Center Full time
Job Description

Frontline Call Center is seeking a Dedicated Operations Manager to oversee production and staffing for a client. The ideal candidate will have a minimum of 5 years of experience in Operations and Production, with 4 years of Call Center management experience. They will be responsible for developing and administering policies, supervising employee training programs, and regulating budgets. The Dedicated Operations Manager will also be proactive in managing agent performance through the use of Quality Assurance staff, Supervisor, and Management teams.

Key Responsibilities:

  • Ensure customer center remains customer-centric
  • Manage operations to meet client-defined metrics, focusing on client satisfaction and exceeding expectations in areas such as quality, adherence, turnaround times, and throughput
  • Analyze statistical reports and arrival patterns to ensure adequate staffing levels are maintained to meet service level agreements
  • 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 agent labor ratio, attrition, production hours, and forecasting account revenue and spending to align with revenue and FCC goals

Requirements:

  • Minimum 5 years of experience in Operations and Production
  • 4 years of Call Center management experience
  • 4-5 years in managerial capacity
  • Advanced Microsoft applications and Excel skills
  • Strong communication and interpersonal skills
  • Excellent written communication skills
  • Exceptional attention to detail and ability to multitask
  • Self-motivated and able to work independently with minimal supervision
  • Exceptional time management and organizational skills
  • Technical ability to navigate through multiple systems with your computer and troubleshoot your equipment

Preferred Qualifications:

  • Previous experience working remotely

Job Requirements:

  • Must be available to train on weekdays
  • Training takes place during daytime hours, approximately 6 am-2:30 pm (PST)
  • Must have open availability 24/7 to work shifts inside the company's hours of operation
  • Attendance is vital
  • A quiet place to work at home with a locked door

Tech Requirements:

  • Desktop Windows Computer (NO MACs or Chrome Book)
  • Processor: Intel i3, i5, i7 or i9 (recent generation)/AMD Ryzen 3, 5, 7, or 9 (recent generation)
  • 8GB RAM as a floor, 16GB RAM preferred
  • Dual Monitor
  • A high-quality USB headset
  • To be hardwired at all times
  • Minimum Internet speeds of 20Mbps download, 10Mbps upload, and LESS than 20ms ping stability

Pay and Benefits:

  • Pay Rate: $22.00 hourly
  • Medical, Dental & Vision benefits-eligible on the first of the month after 60 days of employment
  • Sick time eligible after 6 months of employment
  • Paid Time Off and 401k with Company Match eligible after 1 year of employment
  • Perfect Attendance Quarterly Bonus


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