Deputy Operations Manager (Limited Service)

KG Call Center • Tampa, FL

3d • Onsite

About The Position

Kenific Group Call Center Operations (KGCCO) seeks a Limited-Service Deputy Operations Manager for its Tampa contact center location.

Requirements

• Excellent organizational and problem-solving skills.
• Excellent communication skills with the ability to influence people at all levels of the organization.
• Highly organized and detail-oriented with the ability to handle multiple projects simultaneously while exceeding established goals and objectives.
• High school diploma or equivalent
• 1-3 years of relevant contact center supervisory experience
• U.S. citizenship required

Responsibilities

• Oversee the daily operations of a contact center team to ensure performance metrics are met.
• Maintain updated knowledge of the contact center performance requirements, as well as corporate and project policies and procedures.
• Provide assistance and updates to staff regarding these policies and procedures.
• Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
• Collaborate with customers to ensure open communication, cooperation, and timely issue resolution.
• Address inadequate quality issues with the supervisory team in relation to reviews and corrections of calls monitored.
• Monitor performance goals and objectives for the contact center staff, including completion of daily and weekly reports.
• Provide contract and corporate leadership with updates on all issues regarding quality, training, policy, procedures, staff issues, and departmental performance levels.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED