Contact Center Operations Manager

Harte Hanks • Greenville, SC

2d

About The Position

The Harte Hanks Operations Manager is responsible for managing the day to day activities of an account which includes building client relationships, managing customer communication, and coordination of multiple service lines for successful program delivery, problem solving, and team leadership.
To provide short- & long-range management of account(s) activity.
Liaison between Harte-Hanks (all areas) and the client.
Provide clear and concise documentation for account management activity including Quality Assurance Procedures.
Monitor all program activity to ensure processes, procedures and client commitments are being followed and achieved.

Requirements

• 3 years minimum experience as a Senior Ops Manager / Operations Manager (or equivalent)
• Strong organizational, time management and presentation skills.
• Ability to manage multiple time sensitive, deadline-oriented projects simultaneously.
• Ability to clearly communicate (written/verbal) with internal and external audiences.
• Excellent organizational and leadership skills with problem-solving ability.
• Proficient in MS Office and contact center equipment/software programs.
• Detail-oriented, self-motivated & able to work well independently.

Nice To Haves

• 4-year degree
• Word, Excel, PowerPoint experience required.
• 5 years business experience in a related industry (project management, customer service, direct marketing or service bureau experience)

Responsibilities

• Manage the daily activities of account management/ and support staff, including but not limited to Inventory Management, Distributions, Customer Service and Order Processing/Fulfillment.
• Provide direction to other account management and support staff, promoting consistent, tactical account management business practices.
• Supervise, train, coach, mentor, and provide feedback to supervisors to improve performance and development.
• Knowledge of performance evaluation and customer service metrics.
• Facilitate problem identification and resolution.
• Ensure client commitments are consistently achieved.
• Back-up to other Account Manager’s on the team.
• Assist in special projects as required.

Benefits

• Group Health and Wellness (Medical, Dental, and Vision)
• Health Savings Account (HSA)
• Educational Assistance
• Voluntary plans, including critical illness, accident, and hospitalization
• 401k plan with Company Match and Roth contributions | Immediate vesting
• Pet Insurance, free legal services, employee discount programs, and more
• Equal Opportunity Employer / M / F/ H / V

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1,001-5,000 employees