Call Center Operations Manager
Summary Description: Responsible for ensuring branch profitability, productivity, efficient operations, and successful achievement of corporate goals and objectives. Directly responsible for the successful execution of project implementation, quality control, employee development, processes, and call center solutions. Responsible for employee evaluations, quality control programs, payroll, billing, and account profitability.
Organizational Relationships:
-Reports directly to the VP of Operations
-Direct reports: Call Center Supervisors, Call Center Agents, Training Supervisor, Billing and Collections Supervisor, Quality Assurance Monitors
Scope of Responsibilities:
-Provide leadership and guidance for your call center
-Effectively manage call center budgets and operational expenses
-Assist agents in successfully achieving their goals/objectives
-Successfully achieve corporate goals and strategic objectives
Essential Functions: Include the following, other duties may be assigned.
Operations:
-Manage costs and company related expenses
-Interface with all departments company wide
-Help maintain excellence and high call center standards
-Manage call center budget
-Conduct performance reviews for direct reports
-Maintain corporate customer satisfaction programs
-Requires some travel to other offices
-Manage our monitoring and quality programs
-Maintain payroll and employee tracking systems
Training:
-Training of new agents
-Maintain an ongoing training program that includes cross training across the entire operation
-Coordinate new account training and new client onboarding
Qualifications:
-Call center or answering service experience is helpful
-Experience with scheduling for 24/7/365 operation
-Excellent communication, presentation, and administrative skills with exceptional interpersonal skills
-Demonstrated ability to lead the activities of employees operating across a variety of shifts, and strong team orientation
-Management skills necessary to effectuate change and fuel the implementation of strategic planning over cross-functional areas
Education and/or Experience:
-College degree preferred but not required. At least 3 years of management experience in the same or similar field.
-Computer Skills: PC literate. Microsoft Excel, Power Point, Word, etc.
 
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Ubicaci├│n: Managua , Managua Capital , colonia centroameric
Fecha: 7-Ene
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