Call Center Operations Manager

5 days ago

Harlingen, United States Qualfon Full time

This role will require on-site presence at our facility in Harlingen, TX.

This position will also require flexible availability to include evenings and weekends.


The Call Center Operations Manager will:


Manage the operations ensuring the results of the metrics set by the clients

  • Ensures Qualfon DSG complies with the performance metrics for client satisfaction and exceeding expectations and Performance Metrics (among others):

- Scorecard (Client)

- Quality

- Adherence

- Turn Times

- Throughput

  • Analyzes report statistics and arrival patterns to ensure adequate staffing to ensure established service levels are achieved
  • FGD (Focus Group Discussions) to help identify and address concerns from all levels of employees on the account
  • Manage the accounts at the operational level, ensuring the production, cost and financial results of the metrics set internally
  • Ensures Qualfon DSG complies with the internal metrics:

- Manpower Utilization (Internal Productivity)

- Attrition

- Production (hours)

- Others

- Forecasts account revenue and spending and to align so that revenue and EBIT goals are being met

- Understands and maximizes impact on financial performance of the operations department

- Manages report of productivity in terms of hours has produced vs. Paid hours

- Manages statistics on production (hours of operation), operating costs

- Monitors and analyzes the internal metrics related to the Productivity and Direct Costs, indirect cost, all related to the Financial part


Active communication and direct point of contact with the Vendor Management Offices in the US

  • Organizes and attends Conference Calls
  • Uses electronic (E-mail, chat, SMS)
  • Makes and oversees Operational Escalations
  • Strategizes, operates, gives and receives feedback, and escalations
  • Provides updates as to the performance of the accounts


Analysis of results and Action Plan creation

  • Analyzes areas of opportunity based on results obtained in different operational stages at the strategic level and produce and implement action plans
  • Identifies gaps
  • Defines action Plans for improvement
  • Develops and implements strategic action plans and workflow processes
  • Brings concerns and suggestions for improvement to the ManCom in their weekly meetings and deliberations


Talent Development

  • Identifies and develop key personnel
  • Provides feedback & coaching in timely manners
  • Identifies and recommends training
  • Identifies gaps in leadership team and create training and development plans to fills gaps as necessary


Personnel management

  • Follows up meetings
  • Organizes the agenda
  • Forecasts to department training needs to meet desired FTE
  • Develops and implements programs that enhance employee motivation and maintain positive work environment
  • Provides leadership for management initiatives to develop a good communication between its member to drive performance


Area of expertise (Skills):


  • Must possess at least 5 years’ experience in Call Center Back Office Operations and Production, with at least 2 to 4 years in a Managerial capacity overseeing Supervisors as opposed to Agents
  • Advanced Microsoft Excel skills is required
  • Microsoft Office skills
  • Prior Sales and Telecommunications experience is required


Other Skills and Experiences (Min):


  • Comfortable with all Microsoft Office products (i.e., Excel, PowerPoint, Outlook, etc.)
  • Familiarity with pulling reports and analyzing data

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