Contact Center Operations Manager

Flagger Force•Hummelstown, PA

9d•Onsite

About The Position

Flagger Force , an industry leader in traffic control, is currently hiring a Contact Center Operations Manager for our AM Response team. This position will be based in our operations services center, part of our interactive corporate campus in Hummelstown, PA. The Operations Support Manager is primarily responsible for the leadership, management, and performance of the response teams to meet demand and minimize client impacts while acting in accordance with company values, vision, and mission. Schedule: Monday - Friday, 5:00am - 2:00pm. In addition to the functions listed above, the employee is expected to act in accordance with company values, vision and mission, to exercise honesty, integrity and respect with all clients and co-workers, demonstrate leadership, maintain a professional appearance and demeanor, demonstrate a positive attitude, communicate effectively with co-workers and clients, work with accuracy, efficiency and close attention to detail, maintain good attendance by working when and where directed, respect the work environment and keep it as neat and clean as possible and exercise initiative to learn new skills and tasks. The employee is also expected to perform other duties and functions as required. Flagger Force is an industry leader in traffic control. Utilizing robust technology resources and expertise, we support the nation’s infrastructure, utilities, and other service industries throughout the eastern United States. Flagger Force provides a supportive work environment centered on our organization's values, vision, and mission. The leadership team believes that our most important asset is our employees. Flagger Force is an Equal Opportunity Employer. Flagger Force's policy is to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, military status, sexual orientation, genetic information, or any other protected status under applicable law

Requirements

Strong written and verbal communication skills
Strong analytical, reasoning and problem-solving skills
Demonstrates excellent leadership, interpersonal, teambuilding and collaboration skills
Exceptional time management skills
Proficient computer literacy
Steel toed boots or the ability to obtain prior to employment.
Bachelor’s degree or equivalent experience
Seven ( 7)+ years’ experience in a leadership role
Two ( 2)+ years’ experience with Microsoft Office (Word, Excel, Teams, etc.)

Nice To Haves

Five (5)+ years’ experience in project management and people management

Responsibilities

Manages a team of office personnel
Direct work to at least five or more other full-time employees
Oversee the daily operations of the Operations Support Department.
Provide accurate, appropriate, and timely updates to VP Operations on department performance and progress.
Stay apprised of industry trends, emerging technology, and best practices.
Practice curiosity and life-long learning while making overall growth and development a priority.
Ensure effective top-down, bottom-up, and lateral communication.
Represent primary point of contact between OSC and Field during Storm Response
Responsible for ensuring and maintaining operational excellence.
Address escalated client and field concerns quickly and thoroughly.
Maintain a strong pulse on the operations, practice awareness, identify problems and gauge impact.
Possess a strong knowledge of operational processes and make recommendations for improvement.
Collaborate with IT Product Owner to discuss, explore and implement enhancements to organizational programs and applications.
Ensure Standard Operating Procedures (SOPs) are actively created, updated and reviewed regularly.
Support growth and development of Client Services Supervisor, Team Lead and Specialists.
Review team schedule/structure and recommend improvements.
Represent Operations Support/OSC on various projects and initiatives; discuss/challenge potential changes which may negatively affect operations.
Support Senior Leadership in the planning and execution of organizational goals and objectives.
Drive collaboration, idea sharing, and continuous learning across the department.
Explore and implement ideas to increase profitability and/or reduce waste.
Communicate/Negotiate with peers, stakeholders, and counterparts over shifting priorities and organizational resource allocation.
Exercise effective change management by sharing the "why", highlighting the benefits, addressing resistance, creating new habits/language, and working to get changes across the goal line.
Identify opportunities to expand or shift courses based on industry/market changes.
Enforce state, federal, and industry standards.
Utilize "big picture" thinking to address concerns.
Display strong personal and professional judgment.
Be approachable, flexible, and adaptable.
View problems as opportunities, be relentless in finding solutions, and champion change and innovation.