Call Center Operations Manager

Global Agility Solutions•Louisville, KY

3d•Onsite

About The Position

The Call Center Operations Manager is responsible for overseeing our ORB program in Louisville KY, daily operations, ensuring service level agreements (SLAs) are met, and driving performance across multiple teams. This role requires strong leadership, strategic thinking, and a deep understanding of call center dynamics to deliver exceptional customer service and operational efficiency.

Requirements

Bachelor's Degree preferably in Business, Management & leadership, or any related field.
Minimum 3 years' experience in a related field.
5 or more years of BPO management.
Strong understanding of call center metrics and reporting tools.
Organizational Effectiveness and Operations Management.
Business Management Principles and Practices.
Financial and Accounting Principles and Practices.
Human Resource Principles and Practices.
Project Management Principles and Practices.
Ability to benchmark corporate leadership capabilities and provide a leadership development roadmap for other leaders.
Ability to improve workplace communication and prepare employees for success.
Displays and executes leadership, people management, communication, and influencing skills expected from a leader at the managerial level and beyond.
Practices assertive and objective communication towards Top Management and direct reports.
Displays alignment to core values as outlined by Executive Management and to be cascaded to subordinates and direct reports.
Effective use of communication and information sharing using the appropriate channels/medium.
Provides activities that allow exchange and relay of opinions and insights necessary in the conduct of business.
Develops and maintains a communication and engagement model in place to ensure all teams understand the performance of the business.
Interacts and collaborates with departments as expected to execute given requirement by the client; the processing of hiring request to the recruitment team.
Collaborate with The HR department in the recruitment and placement of required staff.
Maintain organizational structures.
Delegate tasks and accountabilities.
Establish work schedules.
Supervise staff.
Monitor and evaluate performance.
Monitor, manage and improve the efficiency of support services such as IT, HR, Accounts and Finance.
Facilitate coordination and communication between support functions.
Provide leadership, support, and training to the team to improve their efficiency, leadership capabilities and relationship with clients and stakeholders.
Understands and exceeds client expectations by proactively managing the overall performance by attending client-related meetings.
Delivers Client KPIs/Sales targets more than expected which includes day-to-day service levels, customer experience, quality measures, and compliance measures, and ensures that team managers are calibrated with the present standards on coaching, mentoring, and leading.
Manage customer support.
Plan and support operational activities.
Propose initiatives and activities that will increase revenue, growth in terms of business expansion, increasing profitability by building strategic partnerships and making strategic business decisions that will eventually have an impact on the company's financial performance.
Identify trends and assess opportunities to improve processes and execution.
Be accountable for promoting, identifying, and raising risks associated with any processes and procedures, then owning or working closely with the client on mitigation.
Assess production, profitability, resources and manpower reports, plans, program descriptions, etc. and make recommendations to senior leadership on process efficiencies.
Manage operational costs through effective cross training, management of performance targets and employee engagement.
Formulate ideas essential to the continuous growth of the leaders under his/her delegation and have it presented to the management for the structuring of programs.
Identify further opportunities for services and process improvements present under his/her team.
Implement Business Continuity Plan related to operations and suggest revisions, when necessary.
Set S.M.A.R.T. goals for each process of the department to provide appropriate inputs and outputs.
Review and revise existing process and procedures to align with set goals.
Ensure profitability of a very large or multiple LOB's / Client/s / Program/s / Account/s by ensuring the attainment of client specified KPI's and targets.
Provide strategic direction and guidance to all programs managed and supported, in terms of growth, process improvements and efficiencies, enhanced profitability or possible new business opportunities, ensuring alignment to the overall business strategy of the organization.
Utilize financial data to help improve profitability.
Assist in the preparation of, and control operational budgets.
Control inventory.
Assist in planning effective strategies for the financial well-being of the company.
Regular liaison with the Senior Vice President (Asia-Pacific Region), Vice President of IT and Manager.
Assist in the development of strategic plans for operational activity.
Implement and manage operational plans.
Employee is expected to interact with peers on their team, learn from one another, leverage each other's strengths, and derive greater satisfaction from your daily work.
Acknowledge and encourage open cooperation between team members, nurturing all manner of positive associations they have with their jobs and coworkers.
Individual is expected to not feel distracted by extreme temperatures and eyesight problems while working.
Each employee is provided with their own personal working space to keep their physical stress to a minimum, making employees much more likely to achieve greater focus on the job.
Prolonged periods sitting at a desk and working on a computer.

Responsibilities

Benchmark corporate leadership capabilities and provide a leadership development roadmap for other leaders.
Promote a company culture that encourages top performance and high morale.
Ensure all employee schedules are planned and meet customer SLAs requirements.
Coach and develop the leadership team.
Establish employee goals, conduct performance reviews, coaching, and providing career development.
Coordinate, manage and monitor the activities of the operational teams, including team leaders and other supporting departments.
Administer business practices to create the highest level of efficiency possible within an organization.
Ensure program supervisors, team leaders and team members have the tools and available knowledge to implement and provide exceptional service delivery in line with contractual obligations.
Provide leadership and mentoring to the Program Supervisors/Team Leaders/Senior Staff in managing these areas and customer interactions.
Ensure that all processes, procedures, Company and Client policies, and Client Service Business Rules are implemented and adhered to.
Ensure compliance to legal requirements.
Ensure KPIs and/or SLAs are met.
Coordinate facility resources through workforce planning and hardware and software allocation, implement operational procedures within facility ensuring all resources are managed effectively.
Ensure the team is delivering high quality output and actively identify continuous improvement initiatives.
Identify and implement operational best practices through organization-wide interaction.
Execute department's processes and projects properly as planned and agreed with the management.
Conduct post-evaluation surveys and analysis to have a data-driven method of understanding the strength and areas for improvement of each process and projects.
Ensure that all clients and programs process, and procedures are adhered to, and that individual/team/program metrics are consistently improving.
Ensure the achievement of KPI's and metrics through proactive management of the operations teams and active coordination with various support teams.
Improve processes and policies in support of organizational goals.
Implement and maintain operational and organizational policies and procedures to maximize output.
Monitor adherence to rules, regulations, and procedures.
Coordinate and monitor the work of various teams involved in operational output including the achievement of incentives for staff production.
Monitor performance and implement improvements.
Ensure quality of product.
Manage quality and quantity of employee productivity.
Effectively use communication and information sharing using the appropriate channels/medium.
Provide activities that allow exchange and relay of opinions and insights necessary in the conduct of business.
Liaise with other departments to resolve queries and troubleshoot issues, including process or technical.
Develop and maintain a communication and engagement model in place to ensure all teams understand the performance of the business.
Interact and collaborate with departments as expected to execute given requirement by the client; the processing of hiring request to the recruitment team.
Collaborate with The HR department in the recruitment and placement of required staff.
Maintain organizational structures.
Delegate tasks and accountabilities.
Establish work schedules.
Supervise staff.
Monitor and evaluate performance.
Monitor, manage and improve the efficiency of support services such as IT, HR, Accounts and Finance.
Facilitate coordination and communication between support functions.
Provide value-adding activities to provide insightful interface, improved relationships and committed partnership with and for the customers.
Measure on improving both customer satisfaction and employee satisfaction.
Work closely with the client to rectify any identified audit risks.
Provide leadership, support, and training to the team to improve their efficiency, leadership capabilities and relationship with clients and stakeholders.
Understand and exceed client expectations by proactively managing the overall performance by attending client-related meetings.
Deliver Client KPIs/Sales targets more than expected which includes day-to-day service levels, customer experience, quality measures, and compliance measures, and ensure that team managers are calibrated with the present standards on coaching, mentoring, and leading.
Manage customer support.
Plan and support operational activities.
Propose initiatives and activities that will increase revenue, growth in terms of business expansion, increasing profitability by building strategic partnerships and making strategic business decisions that will eventually have an impact on the company's financial performance.
Identify trends and assess opportunities to improve processes and execution.
Be accountable for promoting, identifying, and raising risks associated with any processes and procedures, then owning or working closely with the client on mitigation.
Assess production, profitability, resources and manpower reports, plans, program descriptions, etc. and make recommendations to senior leadership on process efficiencies.
Manage operational costs through effective cross training, management of performance targets and employee engagement.
Formulate ideas essential to the continuous growth of the leaders under his/her delegation and have it presented to the management for the structuring of programs.
Identify further opportunities for services and process improvements present under his/her team.
Implement Business Continuity Plan related to operations and suggest revisions, when necessary.
Set S.M.A.R.T. goals for each process of the department to provide appropriate inputs and outputs.
Review and revise existing process and procedures to align with set goals.
Ensure profitability of a very large or multiple LOB's / Client/s / Program/s / Account/s by ensuring the attainment of client specified KPI's and targets.
Provide strategic direction and guidance to all programs managed and supported, in terms of growth, process improvements and efficiencies, enhanced profitability or possible new business opportunities, ensuring alignment to the overall business strategy of the organization.
Utilize financial data to help improve profitability.
Assist in the preparation of, and control operational budgets.
Control inventory.
Assist in planning effective strategies for the financial well-being of the company.
Regular liaison with the Senior Vice President (Asia-Pacific Region), Vice President of IT and Manager.
Assist in the development of strategic plans for operational activity.
Implement and manage operational plans.