Call Center Operations Manager

Global Agility Solutions, LLC•Louisville, KY

5d•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
With 5 or more years of BPO management are often favored
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

Responsibilities

Help promote a company culture that encourages top performance and high morale.
Responsible for ensuring 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.
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
Coordinate, manage and monitor the activities of the operational teams, including team leaders and other supporting departments in the organization.
Ensure that 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
Responsible for ensuring all processes, procedures, Company and Client policies, and Client Service Business Rules are implemented and adhered to.
Always ensure compliance to legal requirements.
Ensure KPIs and/or SLAs are met.
Coordinates facility resources through workforce planning and hardware and software allocation, implements operational procedures within facility ensuring all resources are managed effectively.
Ensure the team is delivering high quality output and actively identify continuous improvement initiatives.
Identifies and implements operational best practices through organization-wide interaction; touch-base with colleagues and administrative departments to understand and cascade processes and practice for proper calibration.
Executes department's processes and projects properly as planned and agreed with the management; conducts post-evaluation surveys and analysis to have a data-driven method of understanding the strength and areas for improvement of each process and projects
Ensures that all clients and programs process, and procedures are adhered to, and that individual/team/program metrics are consistently improving.
Ensures 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.
Coordinates facility resources through workforce planning and hardware and software allocation, implements operational procedures within facility ensuring all resources are managed effectively.
Liaising with other departments to resolve queries and troubleshoot issues, including process or technical.
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 and mentoring to the Program Supervisors/Team Leaders/Senior Staff in managing these areas and customer interactions -Always ensure compliance to legal requirements.
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.
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.
Identifies trends and assess opportunities to improve processes and execution.
Accountable for promoting, identifying, and raising risks associated with any processes and procedures, then owning or working closely with the client on mitigation.
Assesses production, profitability, resources and manpower reports, plans, program descriptions, etc. and makes recommendations to senior leadership on process efficiencies.
Managing operational costs through effective cross training, management of performance targets and employee engagement.
Formulates 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
Identifies further opportunities for services and process improvements present under his/her team
Implements Business Continuity Plan related to operations and suggests revisions, when necessary
Sets S.M.A.R.T. goals for each process of the department to provide appropriate inputs and outputs; Reviews and revises existing process and procedures to align with set goals
Accomplishes all of the roles and responsibilities of an operations Manager, such as but not limited to ensures 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
May 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.
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.