Contact Center Operations Manager

Founded in 1998, Goldschmitt and Associates LLC (G&A) has grown from a one-man consulting firm to over 200 employees in 9 states and across 12 Federal Agencies. Specializing in Custom Computer Programming and Systems Design, Management Consulting and Business Support Services, Asset Management and Data Analytics, and Custom Training Development and Delivery, G&A is the #1 federal contractor in the VA/DC-Metro area, #2 provider of Information Technology services in America, and one of the top 50 fastest growing businesses according to the INC500. G&A was also named to the INC VET100 Top Fastest Growing Service-Disabled Veteran Owned Businesses and awarded the 2022 SECAF Award of Excellence. G&A could only have achieved this growth and success due to the outstanding support of what we like to call our "family" of talented personnel. To show our appreciation, we offer a diverse and inclusive environment with competitive benefits including flexible schedules and telework whenever the customer allows.

Summary:

Goldschmitt and Associates is a customer-centric organization dedicated to delivering exceptional service. We are seeking a skilled and experienced Contact Center System Administrator to join our team and ensure the smooth operation and optimization of our contact center systems and technologies, for small business loan programs.

The Call Center Operations Manager is responsible for overseeing all aspects of a division of our call center operations. This role plays a pivotal part in optimizing processes, enhancing customer satisfaction, and ensuring the efficient performance of our call center team.

Job Duties and Responsibilities:

1. Leadership and Team Management:

- Lead, coach, and mentor a team of call center supervisors, team leaders, and agents.

- Foster a positive and high-performance culture within the call center.

1. Operational Efficiency:

- Develop and implement strategies to streamline call center operations.

- Monitor and improve key performance indicators (KPIs) to ensure optimal performance.

1. Customer Experience:

- Ensure a consistent and exceptional customer experience by implementing best practices and continuous improvement initiatives.

- Handle customer escalations and resolve complex issues.

1. Technology and Tools:

- Evaluate, select, and implement call center technologies and tools to enhance efficiency and effectiveness.

- Manage and optimize the use of customer relationship management (CRM) systems.

1. Reporting and Analysis:

- Generate and analyze performance reports to make data-driven decisions.

- Identify trends and provide insights to senior management for strategic planning.

1. Compliance and Quality Assurance:

- Ensure adherence to relevant regulations, industry standards, and company policies.

- Develop and implement quality assurance programs to maintain high service standards.

1. Resource Management:

- Manage the call center staffing, technology, and operational expenses.

- Allocate resources effectively to meet departmental goals.

Minimum Qualifications:

• Bachelor's degree in Business, Management, or a related field (or equivalent experience).
• Proven experience in call center management, with at least 5 years in a leadership role.
• Strong knowledge of call center technologies and industry best practices.
• Exceptional interpersonal and communication skills.
• Analytical and problem-solving abilities.
• Results-driven with a focus on customer satisfaction.
• Demonstrated ability to lead and develop high-performing teams.
• Possess the ability to obtain and maintain a Public Trust clearance

Preferred Qualifications:

• Possess a Master's degree in a related field