Call Center Operations Manager

7 days ago

Liverpool, Canada Global Empire Corporation Full time

**Call Center Operations Manager - Liverpool, NS**

Global Empire Corporation is a cutting-edge leader in the contact service vertical. We handle some of the most recognizable names in business today. We offer reliability, high security and unsurpassed cost savings to our clients. Since 1999, Global Empire Corporation has focused on delivering exceptional value to companies like yours. Global Empire Corporation has a strong heritage in technology but added capabilities throughout the years to focus on a wider range of businesses to become a global business process outsourcing company. Global Empire Corporation is a global provider of business process outsourcing (BPO) services with over 3,000 employees and has been committed to making a positive impact on our clients' business results. Our company mission is to enable and empower our staff to fight for our clients' brands every day to return value to our stakeholders. We answer the demands of global businesses in fiercely competitive markets, partnering with our clients to reach the goal congruency necessary to deliver superior customer results, beginning with our staff.

The Operations Manager provides World-class support to the Call Center Agents and our clients’ customers, as well as consistently driving to exceed performance targets. The supervisor supports and develops call center agents by providing and delivering a Best-In-Class level of coaching in areas of call center performance, customer service, technology, and professional development.
- Identify, Prioritize, and Coach agent development area
- Document account resolutions, issues, and general notes
- Assists agents with functionality and basic troubleshooting of product or account issues for the customers
- Maintains target levels of performance required by the client
- Provides appropriate motivational techniques to promote team building and to increase team and Call Center morale.
- Helps maintain a good team and working environment
- Multitasks, listens, inputs data, probes, and proves solutions to the agents
- Ensures that all Agent reference materials are up to date
- Undertakes duties of a general nature or additional tasks as business requires.
- Conducts mandatory phone call monitoring and desk-side coaching to ensure that all agents are providing the levels of customer service that is required.
- Ensures that agents have working equipment and all items needed to do their job.

**Responsibilities**
- Manages a team of Team Leaders with inspirational leadership as they strive to meet call center goals and objectives
- Coach, develop and retain a diverse and highly effective customer service workforce.
- Ensures the overall quality and productivity of call center customer service function by evaluating and analyzing quantitative and qualitative performance results and develops and initiates actions to improve employee performance.
- Writes and conducts performance evaluations, makes employment decisions, sets performance goals and objectives for assigned team.
- Drives performance culture by providing feedback around goals and expectations.
- Acts as a trusted advisor providing guidance when sought out; builds productive relationships within leadership and support groups.
- Partners with internal departments such as Workforce Management, Human Resources, Training and Quality to focus on common goals and influence performance of site and change employee behavior.
- Plans, approves, and implements programs for the timely development and progression of employees - both direct reports and other internal employees.
- Assesses organizational performance management needs.
- Monitors team performance to ensure site goals are being met; teams are in compliance with policies and procedures. Initiate actions to help drive team performance.

**Qualifications**
- Bachelor's degree in management, business administration or related experience highly preferred.
- 5 years of leadership experience; call center experience preferred. Demonstrated organizational, detail orientation, prioritization skills and time management skills to ensure that work related activities are completed in an accurate and timely manner.
- Ability to work effectively in a team oriented, high demand and fast paced environment.
- Ability to maintain high level of confidentiality and work with highly sensitive data and information.
- Excellent conflict management skills for the purpose of resolving escalated employee and customer complaint issues.
- Solid communication skills to effectively deal with various levels of management, staff and/or outside contacts. Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner.
- Demonstrated ability to clearly and concisely express ideas and concepts verbally and in writing and adopts writing style and language to fit the situation/audience.
- Solid communication/presentation skills to effectively speak/facilitate to large au

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