Operations Manager

The Operations Manager will oversee call center representatives, providing guidance and an opportunity to improve operational excellence. This includes regular CSR communication across multiple media forms, recommendations on improvement to quality reviews, performance guidance and regular monitoring of schedules and call queues.

Work Responsibilities:

• Oversee, provide motivation, and guidance to CSRs.
• Foster a positive and collaborative environment to address improvement to schedules, performance expectations, customer experience, and quality related opportunities.
• Performance Oversight:
  Monitor and help maintain adherence to company’s performance policies and procedures as it relates to CSR agents and client expectations.
• Escalate, seek guidance, and provide feedback on identifying opportunities for improvement.
• Collaborate across departments, address and escalate challenges, and support adherence to policies and procedures.
• Help develop and implement QA related programs at the company and client level; help conduct CSR audits and provide quality observations and feedback.
• Assist with client onboarding/offboarding to include technical, quality, training, and reporting aspects of the implementation process.
• Promote a customer-centric culture, escalate, and help resolve inquiries.'

Work Experience and Qualifications:

• 3+ years of operations experience in a high-growth, fast-paced, virtual environment, specifically remote and/or CSRs.
• 3+ years as a Call Center Supervisor or Team Leader (blended inbound/outbound)
• Demonstrates an understanding of call center performance metrics, and quality standards and how they apply to a remote/1099 workforce.
• Experience with call center reporting and technology (dialers, quality modules, dashboards)
• Solid communication and problem-solving skills
• Proactive in approach, collaborative in nature and able to effectively communicate/escalate problems/solutions.
• Proficiency in spreadsheet software (Google/Microsoft)