The Senior Manager Call Center Operations provides leadership to the center associates and is actively engaged in managing teams to drive effective operations,associate engagement, and excellent customer service. Incumbent will further ensure proper leadership and supervision occurs by managing through the company’s values and leveraging practices such as Town Halls, associate engagement calendars, and supervisor skill building. This role will drive exceptional service levels and operational improvements across the work groups and influence work activities, directly or indirectly. The Senior Manager Call Center Operations provides direction and ongoing management of the center to include driving operational metrics, expense control, staffing, and quality. Is actively involved in managing the teams and building customer service enhancements and process improvements. Develops operating plans for delivering excellent customer service while exceeding quality standards and performance metrics. The incumbent is also responsible for leading and directing strategic initiatives that enable the center to continue meeting/exceeding KPIs. May lead full pilot implementations of selected initiatives. Responsible for driving and maintaining elevated performance and profitability through execution of call center projects and technology enhancements to increase productivity. Must develop recommendations, prioritize issues and brainstorm/develop solutions by meeting and working with a diverse group of people. Acts as the point person for the Managers and Director.
MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
25%-Provide effective leadership, associate's engagement, and development of teams that drive dept performance towards achievement of quality standards and performance metrics. Ensure priorities align with objectives and goals.
25%-Aggressively identify and address performance deficiencies by developing and executing performance improvement plans; training and coaching strategies.
25%-Maintain and report on service level standards and manage department and manage operations within budget. Provide actionable insight to business partners on customer trends and opportunities to drive customer satisfaction through improvements. Manage special projects and technology improvements.
20%-Analyze data to identify and implement process improvements which seek to increase team efficiency and effectiveness.
5%-Responsible for appropriate selection, termination, performance appraisal, and professional development of assigned staff.
NATURE AND SCOPE
Position reports to General Manager HDI
This position has 5-10 Direct Reports.
ENVIRONMENTAL JOB REQUIREMENTS
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Typically requires overnight travel less than 10% of the time.
Additional Environmental Job Requirements:
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Additional Minimum Qualifications:
The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
Years of Relevant Work Experience: 7 years
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Knowledge, Skills, Abilities and Competencies:Leadership skills including the ability to motivate, train, and develop associates.
Develop and act upon strategy. Understanding of process improvement, root cause, key performance indicators.
Strong listening and communication skills.
Positive attitude. Professional attitude and appearance regardless of circumstance.
Analytical, strategic, and constructively critical; proven ability to develop comprehensive solutions to complex problems.
Requires good problem solving skills to handle an array of customer issues and special requests.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.