Overview
The Call Center Operations Manager is responsible for managing, leading, coaching and directing all levels of Call Center Operations staff and to serve our customers well by delivering a high standard of efficient customer service representing the company in the best possible way. The Call Center Operations Manager is responsible for creating a harmonious work environment and to respectfully conduct oneself as an example for their peers.
Bosselman has many benefits to offer you that you will not find anywhere else like:
- Paid vacation
- 401K and matching contributions
- Health, dental and vision insurance
- Short and long term disability insurance
- Life insurance
- A clearly defined path for growth
- On-demand pay with PayActiv (access to earned but not yet paid wages)
- And much more!
Bosselman offers on-demand pay (access to earned but not yet paid wages) through:
Responsibilities
- Manages, supervises, and coordinates the activities of team employees in conjunction with Divisional Support Manager.
- Develops and implements measurement standards to assess whether goals are met.
- Implements a sustainable plan of programs with the goal of developing a strong staffing pipeline.
- Plans, supervises changes and manages shift operations of the Call Center operations team.
- Maintains current knowledge of industry and new developments.
- Manages the training department and measures all quality assurance.
- Responsible for monitoring and improving call center performance levels.
- Supervises team members with management of open ticket queue at all vendors.
- Motivates, coaches, and retains team members.
- Responsible for hiring all members of the operation team.
- Responsible for follow-up of customer cases and escalations to management, other departments, customers, etc. and posts resolution to case records.
- Generates reporting daily, weekly, monthly, and quarterly, regarding agent performance metrics, customer calls detail, resolution status, and historical trends.
- Manages all budgeted items for the operations team.
- Provides friendly and competent customer service.
- Manages the Call Center Training department to develop and implement process and procedures including changes within the industry.
- Reports for work in a timely manner when scheduled.
Additional Job Duties:
- Assists in other duties, as assigned.
Supervisory Responsibilities:
- Directly supervises five to ten employees. Works jointly with other managers in the Customer Care Center.
Qualifications
Education and/or Experience (include certs or licenses needed):
- Associate’s degree (A. A.) or equivalent from two-year College or technical school; 3-4 years customer service and dispatching experience in a call center environment.
- 1-2 years of supervising experience of teams with 5-10 employees.
Minimum Qualifications:
- Hard Skills: Microsoft Office knowledge, Customer Service Software,30+ WPM required, Event Management, AS400, VOIP Phone System knowledge helpful.
- Soft Skills: Reasoning ability, problem solving, excellent verbal andwritten communication skills, customer focus, ability to learn quickly, strong management skills, organized, detail oriented, ability to dissolve conflict and diffuse situations, patience, thorough follow up, and ability to multitask.
- Available to work up to 50 hours per week.
- Available to work day or night as needed.
- Able to work weekends, holidays, and as needed.
- Must be able to communicate in English. – IF APPLICABLE
- Able and willing to deliver friendly, courteous, and prompt customer service.
- Able and willing to work cooperatively with other team members.
Physical Requirements: The physical demands described here are representative of those that must be met by the Call Center Operations Manager to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential functions, provided such accommodations do not create an undue hardship for the Company.
- The employee must occasionally lift and/or move up to 40 lbs., while performing the duties of this job, the employee is required to sit for long periods of time and occasionally stand, walk, use hands and fingers, handle or feel, reach with hands and arms, climb or balance, stoop, kneel, crouch or crawl, talk and hear.
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