Contact Center Operations Manager

Description

• Represent Operations Support/OSC on various projects and initiatives; discuss/challenge potential changes which may negatively affect operations.
• Drive collaboration, idea sharing, and continuous learning across the department.
• Manages a team of office personnel
• Enforce state, federal, and industry standards.
• Utilize "big picture" thinking to address concerns.
• Ensure effective top-down, bottom-up, and lateral communication.
• Stay apprised of industry trends, emerging technology, and best practices.
• Collaborate with IT Product Owner to discuss, explore and implement enhancements to organizational programs and applications.
• Exercise effective change management by sharing the "why", highlighting the benefits, addressing resistance, creating new habits/language, and working to get changes across the goal line.
• Identify opportunities to expand or shift courses based on industry/market changes.
• Review team schedule/structure and recommend improvements.
• Represent primary point of contact between OSC and Field during Storm Response
• Responsible for ensuring and maintaining operational excellence.
• Direct work to at least five or more other full-time employees
• Ensure Standard Operating Procedures (SOPs) are actively created, updated and reviewed regularly.
• Address escalated client and field concerns quickly and thoroughly.
• Provide accurate, appropriate, and timely updates to VP Operations on department performance and progress.
• Oversee the daily operations of the Operations Support Department.
• Support growth and development of Client Services Supervisor, Team Lead and Specialists.
• Support Senior Leadership in the planning and execution of organizational goals and objectives.
• Communicate/Negotiate with peers, stakeholders, and counterparts over shifting priorities and organizational resource allocation.
• Explore and implement ideas to increase profitability and/or reduce waste.
• Maintain a strong pulse on the operations, practice awareness, identify problems and gauge impact.

Requirements

• Strong analytical, reasoning and problem-solving skills
• Two ( 2)+ years’ experience with Microsoft Office (Word, Excel, Teams, etc.)
• Possess a strong knowledge of operational processes and make recommendations for improvement.
• Strong written and verbal communication skills
• Five (5)+ years’ experience in project management and people management
• Be approachable, flexible, and adaptable.
• Steel toed boots or the ability to obtain prior to employment.
• Seven ( 7)+ years’ experience in a leadership role
• Exceptional time management skills
• Demonstrates excellent leadership, interpersonal, teambuilding and collaboration skills
• Bachelor’s degree or equivalent experience
• Proficient computer literacy

Benefits

• 401k w/company match
• Generous paid time off
• On-site fitness facility
• Medical, vision and dental insurance
• Giving back to the communities we serve through paid volunteer time off
• Tuition and education assistance
• Health savings account
• Company paid benefits (long term disability and basic life/AD&D)
• Employee assistance program
• Employee appreciation events
• Professional development opportunities
• Paid holidays

Training + Development

Interview process

Visa Sponsorship

Security clearance