Senior Operations Manager - Full-time / Part-time

Position Purpose: Operations Manager/SR - Manages and directs call center employees to ensure revenue, service, and client satisfaction goals are met. Has overall responsibility for most aspects of call center operations.

Essential Functions

• Tracks and reports performance of individual employees, supervisors, and groups as a whole at the site or client level.
•  Audits and observes supervisors to ensure coaching is effectively provided and documented.
•  Demonstrates leadership abilities with business units using appropriate influencing and consensus building skills to manage expectations and   cultivate relationships.
• Ensures call volume forecasted is met on an hourly, daily, weekly, and monthly basis.
• Ensures client KPI’s are met or exceeded.
• Ensures that support ratios are at goal.
• Measures, reports and communicates revenue and service level goal attainment on a daily, weekly, and monthly basis for individuals, groups and the call center overall.
• Encourages site participation and participates and plans community activities.
• Ensures accurate and timely communication of client issues to and from the teams.
• Trains and mentors direct reports to ensure efficient operations.
• Participates in team meetings, joint calls, and client call monitor sessions.
• Ensure on-going maintenance and upkeep of assigned call center.
• Ensures maximum productivity by maximizing on-phone time for all specialists to include acceptable non-productive levels.
• Manages profit and loss activity of site-specific teams.
• Coordinates assigned contact center projects