Operations Team Manager - Full-time

Description

Summary

Performs moderate level supervisory work coordinating the operations of a call-service team. Regular supervision is exercised over 20 - 24 subordinate personnel.

Job Functions

% Time

ï‚· Staff Development, Mentoring

50%

ï‚· Daily Progress Reporting

25%

ï‚· Quality Assurance/Process Improvement

15%

ï‚· Daily Client Program Operations Management

5%

Key Job Responsibilities

ï‚· Provides regular supervision and mentorship over subordinate staff

ï‚· Ensure regular and effective communication with subordinate staff on performance, goals, and coaching

ï‚· Facilitates daily agent coaching and development sessions in both written and verbal format

ï‚· Participates in client related activities to include client calibration sessions and project planning

ï‚· Identify and address agent training needs

ï‚· Manage team's time entry to ensure 0% discrepancy rate

ï‚· Manage program specific performance standards (i.e. AHT, Quality Scores, Sales, etc)

ï‚· Manage financial implications of attrition and attendance by maintaining program-specific goals

ï‚· Manage staffing in accordance with program specific workflow (i.e. down-staffing, up-staffing)

ï‚· Completion of weekly Team Manager Scorecard for review with Operations Manager

Other Related Duties

ï‚· Diffuse irate customer calls as applicable

ï‚· Provide agent support via handling escalated calls, as needed

ï‚· Maintain up-to-date employee files and documentation

ï‚· Ensure high level customer service is being practiced by all subordinate staff

Qualifications

Job Requirements

Minimum Education and Experience:

ï‚· High School Diploma or GED required

ï‚· Completion of Team Manager Onboarding

ï‚· Considerable experience managing 15 or more employees either in a supervisory role or the ability to demonstrate the following:

1. excellent oral and written communication skills

2. strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performance

3. establish a team environment by coordinating/cooperating with peers, sharing recognition, supporting interdepartmental and company-wide objectives

4. successful completion of two management level interview

5. time management skills and computer proficiency

6. objectivity, professionalism and maturity

7. flexibility and demonstrated ability to adapt well in a changing environment

Preferred (not required):

ï‚· Bachelor degree desirable

Licenses and/or