Contact Center Senior Operations Manager
- Oversee all aspects of team member training and development related to programs and client needs
- Ensure high performance standards are maintained through consistent and frequent monitoring and coaching of representatives.
- Oversee performance and quality standard reviews to ensure outcomes meet client expectations
- Monitor all key metrics in support of meeting/exceeding initiative objectives
- Troubleshoot and create action plans to quickly and effectively address problems
- Ensure all company policies and procedures are adhered to at the center which includes promoting our company values, fair process, diversity and inclusion
- Identify process improvement opportunities to drive operational efficiencies operation
- Collaborate with senior management to define strategic scope with measurable KPIs to achieve performance results ( agent utilization, productivity, quality, average hold time, abandonment rate, average call wrap-up time, inbound service recovery, and customer reference ability)
- Oversee the interviewing & individual operations assessments of all candidates entering program
- Maintain strong interlock with the hiring & training leaders and implements closed loop planning and work assignments to continuously improve hiring pool
- Manage all personnel in line with meeting key objective, conducts performance reviews and employee recognition
- Manage all financial and budgeting responsibilities of operational support division
- Assume full responsibility for achieving P&L projections for Call Center
- Minimum 3+ years of campaign level management driving client, shareholder and employee satisfaction
- Extensive experience in management and operations management in a customer service or call center environment
- Strong understanding of P&L and campaign budgeting
- Extensive experience in managing individual and campaign metrics
- Demonstrated track record of recruiting, training, coaching and managing a 150+ agent call center to achieve performance objectives
- Strong organizational and strategic planning skills
- Client advocate with strong customer service skills
- Ability to coach and develop program management to drive program performance
- Flexibility and versatility in problem analysis and resolution requiring attention to detail
- Ability to communicate across functional lines
- Ability to analyze and interpret qualitative and quantitative data
- Excellent interpersonal, written and oral communications and organizational skills
- Experience implementing written call center procedures, scripts and processes
- Bachelor's degree from an accredited university or college with major course work in business, marketing, communications, retail management or equivalent work experience
- Experience in contact center outsourcing
- Knowledge of programs including but not limited to Verint, IEX, Salesforce, etc.
- Post secondary education in business and commerce
- We passionately put our customers and communities first
- We embrace changes and innovate courageously
- We grow together through spirited teamwork
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