Operations Manager - Call Center

Advanced Call Center Technologies (ACT) is looking for an energetic, motivated, and experienced ONSITE Call Center Operations Manager to join our rapidly growing team.

We offer:

• Opportunities to advance within
• Tremendous bonus opportunities
• Fantastic Supervisors and a Positive environment
• Affordable benefits for you, your spouse, and/or children after 90 days
• Paid time off and paid holidays after 90 days

Position Summary:

Under the general direction of the Sr. VP, Operations, the Operations Manager leads and directs a team of supervisors and production associates performing customer support, product sales, or collections services to meet company and client productivity, quality, and revenue objectives for one of our Account Services Clients.

Nature and Scope:

Position reports to the Director of Operations. The incumbent has routine contact with all levels of employees, including production, management, and support staff. Will at times have contact with client representatives. Plans, assigns, and directs the work of a team of 10-25 production associates. Responsible for the team’s performance and productivity.

Minimum Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:

Bachelor degree or equivalent combination of education and experience.

Experience:

Minimum of two years of supervisor experience, preferably in a call center environment.

Skills:

• Computer experience in a Windows and web-based environment.
• Experience using internet, word processing, spreadsheet, and calendar software required. Microsoft Word, Excel, and Outlook.
• Ability to write and complete routine reports in various formats.
• Ability to analyze, interpret and report results, trends, and outcomes.
• Ability to deal with problems involving several concrete variables in standardized situations.

Essential Duties and Responsibilities:

• Monitors associates' real-time productivity to achieve production and revenue goals.
• Coaches and develops associates to improve quality, performance, and productivity.
• Develops and implements goals and action plans as needed.
• Addresses associate performance, conduct, and attendance issues by consistently applying company policies and practices for corrective counseling.
• Motivates and rewards associates using company and client incentive programs to drive results and maximize performance.
• Ensures associates adhere to company and client policies and standards.
• Assists in the development of call scripts and call handling strategies to improve performance.
• Tracks and reports the associates' daily performance and productivity.
• Develops cross-training and call-handling procedures.
• Monitors and maintains work volume statistics.
• Monitors associates' calls to ensure employees are meeting demeanor, accuracy, and conformity to company and client policies.
• Takes escalated customer calls. Answers questions and recommends corrective services to address customer complaints.
• Assists in determining work procedures, prepares work schedules, and expedites workflow.
• Maintains the attendance records for associates using the timekeeping system. Reviews attendance daily and edits as necessary to ensure accurate payroll is processed.
• Addresses and resolves employee grievances under company guidelines and with assistance from human resources.
• Completes and presents associates' annual performance appraisals.
• Conducts job candidate interviews and makes hiring decisions with assistance from HR.

Job Type: Full-time

Experience:

• Operations Management: 3 years (Required)