Operations Manager

SUMMARY:

Direct and coordinate activities concerned with the operation of a call center within company guidelines and policies. Ensures both the client Key Performance Indicators (KPI's) and APAC expectations are met. Responsible for leading efficient and effective operations in an assigned area. Coaches and develops staff. Ensures adherence to company policies.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Manage performance on all programs to meet and exceed all client and company expectations. Ensure Key Performance Indicators (KPI's) are achieved. May directly communicate with client regarding KPI's.

Directly supervises Team Leader. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Develop and train Team Leaders. Ensure they are proficient in their job skills and provide constant follow-up training, feedback, and coaching.

Manage information flow between Client Services, Account Management, Operations, Quality Assurance, Training, Payroll, etc. to ensure all client and company goals are attained.

Oversee hiring process to ensure all positions are staffed to assigned levels per campaign to ensure productivity. Analyze staffing levels of CSR's to meet the fluctuations in call demands and campaigns. Roll out schedule changes and new hire classes as needed.

Analyze profitability of program by developing weekly Profit & Loss statements. Includes comparing forecasted revenue to actuals and explain variances. Make adjustments as necessary. Includes ratio management to ensure proper staffing of Team Leaders based on Customer Service Representative (CSR's) headcount.

Co-facilitate employee satisfaction throughout the center through incentives and floor-wide activities. Includes holding focus groups to gauge employee satisfaction.

Participate in, and support, the Quality Management (QM) Program in identifying and acting on opportunities that improve the quality, safety and value of the service we provide to our clients and our employees.

Supports the Quality Management Committee in the implementation and monitoring of respective quality programs, improvements and projects.

QUALIFICATIONS AND REQUIREMENTS:

Education: Associates Degree in Business Administration or business related field preferred.

Experience: At least three years of general management experience preferably in a call center environment.

Skills, Knowledge, & Abilities:

Excellent interpersonal, written and verbal communication skills; familiarity with the Federal Communications Commission and Direct Marketing Association regulations; read and interpret documents such as operating and maintenance instructions; speak effectively before groups of customers or employees of organization; strong project skills; proficiency in Microsoft Word and Excel.

HEALTH AND SAFETY REQUIREMENTS:

Travel may be required. While performing the duties of this job, the employee is frequently required to walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; and talk or hear. The employee is occasionally required to lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to focus.