Call Center Operations Manager

Inktel Holdings-posted 4 months ago

Full-time • Mid Level

Fort Lauderdale, FL

251-500 employees

Administrative and Support Services

Resume

Match Score

Upload and Match ResumeTrack Jobs with Teal

Our mission is to create a world-class customer service experience with every customer. We train to be our best every day. Our company practices and instills excellence in everything that we do. If you're up to this challenge, we want to meet you. Our dynamic Operations Team is currently in search of an Operations Manager. This position will report directly to the Site Director.

Lead a team of 3-7 supervisors; build and develop a strong team of supervisors that are committed to excellence and delivering world-class customer service.
Oversee the day-to-day operation of your assigned programs and ensure that program goals, such as service level, quality, and staffing, are met.
Drive a culture of accountability, continuous improvement, and personal excellence.
Communicate key messages effectively to ensure that direct reports are well informed about issues that may impact them, their teams, or the clients' customers.
Praise and share feedback with direct reports regarding their performance; suggest improvements, changes, or updates when applicable.
Work constructively and collaboratively with other functional areas throughout the organization, such as quality assurance, training, and recruiting, to share ideas and leverage best practices.
Develop and audit quality assurance strategies to ensure the delivery of world-class service.
Be an ambassador for Inktel's culture - role model our values in everything you do.
Be a subject matter expert on your clients' businesses. Earn their respect by demonstrating your knowledge and commitment to their program in all interactions.
Implement strategies to ensure attrition remains at an acceptable level.
Be a visible presence on the floor and create strong relationships with the supervisors and their teams.
Establish a robust meeting cadence that includes both developmental and operational meetings.
Establish policies, procedures, and best practices to ensure client metrics and financial goals are consistently met.
Proactively identify revenue-generating and/or cost-cutting opportunities as well as opportunities to help Inktel consistently provide world-class customer service to its clients.
Interface with the client to develop and execute strategies and plans to meet the client's business objectives.
Work with workforce management to ensure optimal staffing and to prepare for any seasonal peaks.

3-5 years of contact center experience (BPO experience preferred) with a minimum of two years in a leadership/management role.
Experience developing others through active coaching, providing actionable feedback, and demonstrating hands-on leadership.
Experience with social media management and providing customer service online via chat is a plus.
Experience working in a fast-paced environment with changing priorities and goals.
Bilingual (English/Spanish) is a plus.
A strong track record of exceeding client performance goals and delivering world-class customer service results while also driving strong financial results.
Experience developing innovative solutions to drive world-class customer service.

Competitive base salary commensurate with experience.
Comprehensive benefits package of medical, dental, short/long term disability, life insurance, personal time off, and a 401K plan.

Track Jobs with Teal

Job Search Resources

•

Resume Builder

•

Call Center Operations Manager Resume Examples

•

Call Center Operations Manager Cover Letter Examples

Call Center Operations Manager

Job Search Resources

Tools

Career Hubs

Guides

Company