Call Center Operations Manager
7 days ago
OneTouch Direct is a leading provider of contact center solutions, serving Fortune 500 companies with innovative products and exceptional service.
Salary & BenefitsThe estimated annual salary for this role is $65,000 - $85,000, based on industry standards and the company's compensation package. Benefits include a comprehensive health care plan, opportunities for professional growth, and a diverse, welcoming culture.
Job ResponsibilitiesThis Call Center Assistant Director position involves overseeing call center operations, ensuring efficient processes, and driving performance improvements. Key responsibilities include:
- Developing and implementing call center strategies and objectives
- Managing and monitoring call center agent performance, providing coaching and feedback
- Analyzing call center metrics and generating reports to measure performance and identify areas for improvement
- Collaborating with other departments to ensure seamless operations and excellent customer service
- Designing and delivering training programs to enhance call center staff skills and knowledge
To succeed in this role, candidates should have:
- 5+ years of experience in call center management or a related field
- 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
- A proven track record of driving performance improvements and achieving targets
Full-time hours are 40 hours per week, with options for overtime. Shifts include Sunday-Thursday 12 pm-9 pm and Tuesday-Saturday 12 pm-9 pm.
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