Manager, Business Operations & Projects
About The Position
This role is responsible for ensuring staff members achieve desired goals, supporting ICOMS order entry and billing for all Business Solutions. The Manager will prepare reports, analyze Business Solutions data to improve processes, ensure proper resource allocation, and maximize efficiency and customer satisfaction. This position develops leadership through effective feedback and communication, identifies and reports on trends, opportunities, and solutions, and leads team meetings. The Manager coaches and develops staff to ensure high-quality customer service, retention, and fosters a positive team environment. Collaboration with other departments is key to meeting company goals. The role also actively supports and promotes Astound’s Inclusion and Belonging initiatives, creating a work environment where all employees feel valued, respected, heard, and empowered. Other duties as assigned.
Requirements
- Must have 3+ years’ experience managing in a call center environment
- Thorough knowledge of billing systems, collections, service orders, and sales processes (ICOMS preferred)
- Must demonstrate exceptional communication, collaboration, adaptability, resilience and emotional intelligence
- Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal problem resolution & change management
- Strong negotiation, interpersonal, written and oral communications skills – including report writing
- Familiarity with call center technology including workforce management software, phone system platforms, quality software, etc.
- Computer Skills: Billing Systems, CRM, Microsoft platforms, Word and advanced Excel skills
- Available nights, weekends, holidays as required
Nice To Haves
- Telecommunications industry experience is a plus
Responsibilities
- Ensuring staff members are achieving desired goals
- Supporting ICOMS order entry and billing support for all Business Solutions
- Preparing reports and analyzing Business Solutions data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
- Develop Leadership through effective use of continuous feedback and open communication
- Identify and provide reporting on trends, opportunities and solutions
- Lead team meetings, ask questions to better understand the calls representatives are receiving the proper training and have the tools needed
- Coaches and develops staff to ensure the highest degree of customer service to maximize quality service and customer retention
- Fosters, promotes and contributes to a positive team environment
- Work collaboratively with other departments to ensure company goals are met
- Actively support, promote, and advance all aspects of Astound’s Inclusion and Belonging work, recognizing it as a business priority, including creating a work environment where all employees feel valued, respected, heard, and empowered
- Other duties as assigned
Benefits
- 401k retirement plan, with employer match
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- STD insurance
- Paid Time Off/Vacation: Starting at 80 hours per year, and increases based on tenure with the organization
- Floating Holiday: 40 hours per year
- Paid Holidays: 7 days per year
- Paid Sick Leave: Astound allows a number of paid sick hours per calendar year and varies based on state and/or local laws
- Tuition reimbursement program
- Employee discount program
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
