Manager - Call Center Operations - Onsite Houston, TX
About The Position
Transworld Systems, Inc. is an industry leader, customer-first provider of customer relationship outsourcing services, accounts receivable management, loan servicing and legal services for many of the world’s leading companies. We have over 50 years of experience in handling customer contacts and interactions across a broad spectrum of industries. The Manager, Operations acts as a direct liaison between the organization and its clients. Supervises and coordinates the workflow activities and operations of the program to meet the volume management target. Monitor, train and coach Supervisors to ensure that they meet and exceed individual and departmental performance objectives. Works to resolve problems and ensure that products are delivered timely and as expected.
Requirements
- Must meet background and drug screen requirements as outlined by the project/client
- High School Diploma, GED or equivalent required
- Associate's degree or equivalent relevant work experience. Bachelor’s degree preferred.
- 2 years of previous call center operations experience required.
- 4 years of previous call center operations experience preferred.
- Two years successful track record as a manager, preferably in a call center environment.
- The ideal candidate must possess excellent communication and interpersonal skills.
- Must possess strong leadership and managerial skills.
- Also requires a high degree of confidentiality.
- Must possess excellent computer- call center system skills to include; Knowledge of Microsoft Word, Excel, CRM, and Telephone Systems (Preferably Five 9).
- Excellent organizational and analytical abilities
- Strong work ethic that exhibits high ethical and moral standards
- Must have flexibility in work schedule
- Regularly required to stand or sit, and move about
- Required to use desktop computer including mouse to open, close programs and keyboard with accuracy.
Nice To Haves
- Bachelor’s degree preferred.
- 4 years of previous call center operations experience preferred.
Responsibilities
- Evaluates individual performance and overall team effectiveness
- Maintain and enhance call center operations by supervising system performance, identifying and providing solutions to problems.
- Responsible for allocating work to call center supervisors according to the call center workload.
- Collaborating with other departments, clients, and vendors to enhance service delivery.
- Manage a team of supervisors, handle multiple tasks simultaneously, and manage in a fast-paced environment.
- Provide on-going training and mentoring front line leadership (Team Leads/Supervisors).
- Utilizing and managing software tools for effective operations.
- Assist the Senior Operations Manager with administrative duties and reporting.
- Develop and implement strategies to improve key performance indicators (KPIs) such as average handle time (AHT), first call resolution (FCR), and customer satisfaction (CSAT)
- Identify opportunities to streamline workflows and improve operational efficiency.
- Perform other duties as assigned by senior management.
Benefits
- Paid training
- Team-oriented work environment
- Growth opportunity
- Comprehensive benefits package available: including medical, dental and vision, 401k retirement plan with employer matching, paid time off and paid holidays!
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
Number of Employees
1,001-5,000 employees
