Call Center Operations Manager

1 month ago

Sydney, Nova Scotia, Canada Mass Markets Full time
Job Title: Call Center Operations Manager

Job Summary:

We are seeking an experienced Call Center Operations Manager to join our team at Mass Markets. As a Call Center Operations Manager, you will be responsible for leading a team of supervisors and ensuring the day-to-day operations of our call center run smoothly.

Key Responsibilities:

  • Lead a team of 5-10 call center supervisors responsible for inbound and outbound representatives
  • Responsible for coaching and developing reports on customer service processes and best practices
  • Manage metrics, performance criteria, policies and procedures to improve call center productivity continuously
  • Drive a culture of accountability, continuous improvement, and personal excellence
  • Directs workforce management activities and sets performance goals and objectives accordingly
  • Develop and maintain strategy on ensuring customer satisfaction on all service interaction
  • Provide team motivation and development to maximize sales opportunities
  • Responsible for the overall performance and productivity of direct reports
  • Responsible for weekly payroll review and submission to ensure correct entries
  • Responsible for driving the growth of revenue and profit originating from a call center
  • Proven ability to meet performance, efficiency, and quality assurance targets
  • Monitoring of individual and team results to identify and act on both positive and negative performance
  • Communicate key messages effectively to ensure that direct reports are informed of process changes
  • Provide regular feedback to supervisors regarding performance wins and areas of opportunity
  • Work with other departments in the organization, such as quality assurance, training, IT, and recruiting
  • Develop and audit quality assurance strategies to ensure the delivery of world-class service
  • Determining work procedures, preparing work schedules, and expediting workflow
  • Responsible for hiring, coaching and terminating call center employees
  • Be a subject matter expert on your client's business
  • Manage remote employees as needed

Requirements:

  • Minimum of 5-years call center management experience
  • Associate's degree or equivalent combination of education and relevant work experience
  • Exceptional interpersonal & communication skills
  • Strong supervisory experience including staff development
  • Advanced knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint
  • Demonstrated ability to drive sales through the actions of others
  • Superior knowledge of call center tools and technology used to manage KPIs and SLAs
  • Possess practical conflict resolution skills (both customer and agent conflict)
  • Proven leader with advanced time management, planning, organizational and multitasking skills
  • Ability and eagerness to learn new products and system
  • Ability to work in a professional, fast-paced environment
  • Strong understanding of the contact center environment and the key levers to enhance performance and achieve client and financial targets
  • Clear, concise and practical communication skills (both oral and written)
  • Solution-oriented and positive mindset that openly embraces change and stretches goals
  • Strong organizational skills with an ability to prioritize objectives with little-to-no assistance, find issues, and create and execute solutions that address those issues
  • Ability to hold team members accountable for job performance including adherence, KPI's, and process
  • Ability to thrive in a fast-paced, ever-changing, and high-pressure environment

Preferred Qualifications:

  • Military, local, state or federal government experience is a plus
  • Graduation from an accredited two-year or four-year college or university is a plus
  • Experience managing both remote and on-site reports is a plus

Compensation and Benefits:

We offer competitive compensation and benefits, including medical, dental, and vision coverage options, paid time-off, advancement opportunities, and a fun, engaging work environment. Our team members also enjoy cash and prize contests, and a casual dress code.

Physical Requirements:

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset.

Conditions of Employment:

  • Must be authorized to work in their country of residence (The United States or Canada)
  • Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results

Reasonable Accommodation:

Consistent with the Americans with Disabilities Act (ADA) it is the policy of MCI and affiliates to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship.

Equal Opportunity Employer:

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications.

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