Dedicated Operations Manager

4 weeks 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


  • Salt Lake, Utah, United States City of South Salt Lake Full time

    Job SummaryThe City of South Salt Lake is seeking a highly skilled and dedicated Center Operations Manager to oversee the daily operations of the Promise Center. This is a unique opportunity to make a meaningful impact in the lives of youth and their families.Key ResponsibilitiesManage the overall operation of the Promise Center, ensuring high-quality...


  • Salt Lake, Utah, United States Wheeler Machinery Company Full time

    About Us:Wheeler Machinery Company is a leading provider of heavy equipment solutions. We are committed to excellence and innovation in our industry, and we pride ourselves on our dedicated team of professionals.Job Description:We are seeking a detail-oriented and organized Assistant Controller to join our Finance team. The Assistant Controller plays a vital...


  • Salt Lake, Utah, United States Institute of Inspection , Cleaning and Restoration Certification Full time

    We are seeking a highly skilled Warehouse Operations Manager to join our team. This individual will be responsible for managing our fleet and inventory, as well as performing small equipment repairs and maintenance tracking. The ideal candidate will have experience in fleet and inventory management, as well as excellent problem-solving skills.Key...


  • Salt Lake, Utah, United States Just Right Heating And Cooling Full time

    As a Service Manager at Just Right Heating and Air, you will be a key player in our team dedicated to delivering exceptional service to our valued customers.Lead and manage our team of talented service technicians to maximize capacity, efficiency, and profitability.Exceed customer expectations by ensuring the highest quality customer service is completed on...


  • Salt Lake, Utah, United States University of Utah Full time

    Job SummaryThe University Campus Store is seeking a highly skilled Shipping and Receiving Manager to oversee all aspects of our shipping and receiving operations. This position manages and directs the activities of teams responsible for receiving, shipping, and handling deliveries and items within the store efficiently and accurately, in compliance with...


  • Salt Lake, Utah, United States Ram Jack Full time

    Job SummaryThe Field Superintendent is responsible for overseeing daily construction activities at the worksite, ensuring the overall progress of the project, and scheduling workers and equipment. This role requires strong communication and leadership skills to manage the crew, coordinate problem-solving, and complete necessary paperwork for each...

  • Dedicated Run Driver

    3 weeks ago


    Salt Lake, Utah, United States Diversified Transfer & Storage Full time

    We're seeking a reliable and safety-conscious Class A CDL Driver to join our Salt Lake City team. As a Dedicated Run Driver, you'll enjoy a driving career that values YOU and offers a family-friendly environment where your input and needs truly matter.Our dedicated route to the Pacific Northwest features auto-chains for your convenience, and we've crafted...


  • Salt Lake, Utah, United States Big Brother's Home Services Full time

    **Job Title: Customer Service Operations Manager** **About Us:** At Big Brothers Home Services, we strive to deliver exceptional service to our clients. Our team is dedicated to providing a high level of professionalism and urgency in all our interactions. **Job Summary:** We are seeking a skilled and experienced Customer Service Operations Manager to...

  • Operations Manager

    1 month ago


    Salt Lake, Utah, United States Aramark Full time

    Job Title: Operations ManagerAt Aramark, we are seeking a highly skilled Operations Manager to join our team. The successful candidate will be responsible for coordinating day-to-day production activities, ensuring compliance with Aramark and client policies, procedures, guidelines, and standards.Key Responsibilities:Implement and carry out established...


  • Salt Lake, Utah, United States Traeger Wood Pellet Grills Full time

    Welcome to Traeger Wood Pellet Grills:We're a team of innovators, problem solvers, and food fanatics dedicated to bringing people together to create a more flavorful world. Our mission is to make Traeger the easiest vendor to do business with. As a Sales Operations Key Account Manager, you'll be the internal operational advocate for the accounts you manage,...


  • Salt Lake, Utah, United States Industrial Finishes Full time

    About Industrial FinishesWe are seeking a highly skilled Warehouse Operations Manager to oversee the day-to-day warehouse operations and completion of daily tasks. Our company, Industrial Finishes, has been a leading distributor of paint, equipment, and supplies since 1958. With a strong focus on innovation and growth, we have expanded our nationwide network...

  • Operations Manager

    3 weeks ago


    Salt Lake, Utah, United States ODORZX INC. Full time

    Job SummaryWe are seeking a highly skilled Operations Manager to join our team at ODORZX INC. in Salt Lake City, UT. As an integral part of our team, you will be responsible for managing labor, daily productivity goals, quality control, and daily/weekly reports. You will also identify and document vehicle conditions while promoting a safe and efficient...


  • Salt Lake, Utah, United States Papa John's Full time

    Restaurant Operations ManagerPapa John's Pizza of Utah is a locally owned and operated company proudly serving the greater SLC region for 26 years. We are seeking a highly motivated and reliable Restaurant Operations Manager to join our winning team. As a Restaurant Operations Manager, you will be responsible for ensuring the smooth operation of our...


  • Salt Lake, Utah, United States Diversified Transfer & Storage Full time

    We're actively seeking reliable and safety-conscious Class A CDL Drivers to join our Salt Lake City team. Our dedicated route to the Pacific Northwest offers a family-friendly environment where your input and needs truly matter.Position Details:Type:Dedicated Route DriverLocation:Salt Lake City, UTSalary Range:Pay based on Odometer Miles or Hours Worked -...


  • Salt Lake, Utah, United States HB Boys Full time

    The Restaurant Operations Manager is responsible for leading the operations of a single restaurant, driving key performance outcomes, and supporting the Restaurant General Manager in managing daily operations.Key Responsibilities:Profitability: Manage inventory costs, maintain inventory, and ensure preventative maintenance of restaurant facility and...


  • Salt Lake, Utah, United States Cafe Zupas Full time

    Restaurant Operations ManagerCafe Zupas is seeking a Restaurant Operations Manager to lead our team in delivering exceptional customer experiences. As a Restaurant Operations Manager, you will be responsible for managing the day-to-day operations of our restaurant, including front and back of house teams. Your goal will be to cultivate a culture of...


  • Salt Lake, Utah, United States TRUCKSTOP 75 LLC Full time

    Restaurant Manager Job DescriptionWe are seeking a highly skilled Restaurant Manager to lead our team at 441 Pizza Station in Lake City, FL. As a Restaurant Manager, you will be responsible for delivering exceptional customer service, managing restaurant operations, and driving sales growth.Key Responsibilities:Coordinate daily Front of the House and Back of...


  • Salt Lake, Utah, United States Orion Talent Full time

    Job Summary: We are seeking a highly skilled and experienced Lab Operations Supervisor to join our team at Orion Talent. As a key member of our operations team, you will be responsible for managing the day-to-day operations of a work section of a commercial calibration and repair laboratory to meet and exceed customer requirements and company objectives. Key...


  • Salt Lake, Utah, United States Cottonwood Residential Full time

    Job OverviewCottonwood Residential is seeking a highly skilled Property Manager to oversee the daily operations of our apartment communities. The ideal candidate will have a proven track record of managing property teams, maintaining cost control, and driving revenue growth.Key Responsibilities:Manage and oversee overall property operations, including...


  • Salt Lake, Utah, United States Coastal Freight and Transportation Full time

    Regional Truck Driver Job DetailsAt Coastal Freight and Transportation, we are seeking a skilled Class A Regional Driver to join our team. This dedicated regional driver position offers a unique blend of consistent pay, excellent equipment, and a company that truly cares about its drivers.Key Highlights: Average weekly pay: $1,400 - $1,800 Home weekly (5...