Job description
The Operations Manager shall be responsible for the overall execution and delivery of the Customer Service Center (CSC), providing oversight and management of all departments, ensuring a high level of customer service, quality and adherence to our Key Performance Indices. This position will serve as the primary point of contact for the program when the Program Director is not available.
The Operations Manager will manage KPI’s, people, processes, quality, and systems within agreed targets and budgets. The Operations Manager will conduct needs assessments, manage capacity planning, and process improvement. This position will provide leadership to managers and is accountable for overseeing operational issues and developing resolutions to meet productivity, quality, and client objectives.
- Interface with internal and external clients to ensure contractual obligations are met and client needs are satisfied
- Motivate and develop team leaders through coaching, feedback and personal development to enhance performance delivery, meet contractual obligations and maximize staff retention
- Provide leadership, direct, develop and maintain team morale
- Ensure overall client satisfaction and respond to client for requests to support business reviews and proposals – present information clearly, professionally and error-free
- Partner with HR for onboarding, performance / behavioral issues and termination of employees, ensuring thorough, accurate and timely completion
- Partner with Quality Assurance and Training organization to ensure expectations are aligned.
- Partner with Workforce Management to ensure reporting, forecasting and scheduling support SLAsAchieve intraday, daily, weekly, and monthly SLA targets
- Attend, manage or organize disciplinary procedures as required
- Interact with third-party vendors as processes require
- Be a role model within the Call Center
- Plan, control and manage changes to services, policies, procedures, resources and facilities to positively and flexibly meet business requirements
- Regularly review the activities of the department to ensure utilization of the most effective and cost-efficient approach to provide customer service and meet contractual obligations
- Work with management team to ensure compliance with company policy, state and federal employment laws.
- Flexible, team player approach to work
- Strong understanding of budgets and the financial planning process
- Initiative and drive to perform at a high level and motivate others
- Ability and experience related to developing others on a team
- Ability to build and maintain effective working relationships
- Experience in using Call Center tools such as Cisco, Call Recording and Exception Reporting
- Experience in working with Workforce Management, including areas such as reporting, forecasting and scheduling
- Proficient in call center metrics and how they drive performance
- Ability to communicate processes, recommended process changes and demonstrate benefit of said changes to internal teams and client teams.
- Ability to manage multiple responsibilities while effectively focusing on priority issues
- Ability to meet aggressive deadlines and provide quick turnaround against team goals
- Proficient with windows-based software applications such as Microsoft Excel, PowerPoint, and Outlook
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