Manager of Operations

Coast Professional•West Monroe, LA

30d•$54,490•Remote

About The Position

The Manager of Operations works with and directs employees regarding their position responsibilities. The Manager of Operations will supervise the work of customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed. They will perform tasks to assure project and program service level requirements and goals are met, which evaluating key performance indicators to identify training needs and development opportunities.

Requirements

Associate Degree or equivalent combination of education, technical training or work experience considered in lieu of degree
Minimum of two (2) years of related experience
Knowledge of collection practices
Knowledge of collection software/databases
Principles and practices of customer service
Report preparations and techniques
Proper telephone etiquette
Modern office procedures, methods, and computer equipment
Provide leadership to and coordinate the activities of assigned staff
Good verbal and written communication skills
Handle multiple concurrent tasks
Maintain appropriate records and compile information for reports
Deal tactfully and courteously with clients or customers
Good organizational skills and attention to detail
Establish and maintain cooperative working relationships
Principles of supervision, training, and performance evaluation
Work independently in the absence of immediate supervision
Analyze problems, identify alternative solutions
Various state licenses as needed
Successfully pass pre-employment (post offer) background check

Responsibilities

Supervise the work of customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed.
Perform tasks to assure project and program service level requirements and goals are met.
Assume leadership responsibility for departmental tasks and contact center activities as required.
Participate in meetings and recommend changes to policies and procedures.
Support and enforce contact center expectations.
Assist with escalated issues or cases as needed.
Evaluate employee key performance indicators and identify training needs and development opportunities.
Develop work schedules and assign duties to direct report personnel to ensure efficiency.
Discuss job performance concerns with employees to identify causes and issues and works closely with the Human Resources department on resolving problems.
Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work.
Evaluate employees' job performance and recommend appropriate personnel action.
Perform other duties as assigned by leadership.
Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks
Comply with all company required policies, procedures and processes including but not limited to required training
Generally supervises semi-skilled employees or a few individual professional contributors.
Works on issues of limited scope.
Follows established practices and procedures in analyzing situations or data from which answers can be readily obtained.
Monitors daily operations of a unit or sub-unit.
Requires full knowledge of own area of functional responsibility.
Frequently interacts with subordinate employees and functional peer groups.
Interaction normally requires the ability to gain cooperation of others, conducting presentations concerning specific projects or schedules.
Receives predetermined work assignments that are subject to a moderate level of control and review.
Directs subordinates to complete assignments using established guidelines, procedures and policies.