Onsite Call Center Operations Manager

Qualfon•Highland Park, MI

18d•Onsite

About The Position

This role will require onsite presence at our facility in the Detroit metro area and demands flexible availability to include evenings and weekends. Are you responsible, eager to provide exceptional customer service, and ready to support and service a large Fortune 500 company? We have an exciting opportunity for you! If you would like to fill out a Voluntary Self-Identification of Disability Form, please visit us at Qualfon.com/join-us - https://qualfon.com/join-us/ EQUAL OPPORTUNITY STATEMENT QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed servicemember status and any other characteristic protected under applicable federal, state or local law.

Requirements

Minimum 5 years of experience in Back Office Call Center Operations and Production, with at least 2 to 4 years in a managerial capacity
Advanced Microsoft Excel skills
Proficiency in Microsoft Office applications
Active Property & Casualty insurance license (preferred but not required at this time)

Nice To Haves

Prior military experience or as a military dependent
Six Sigma Green Belt certification (provided by Qualfon)
Proficiency in Microsoft Office products, including Excel, PowerPoint, and Outlook
Familiarity with report generation and data analysis

Responsibilities

The Operations Manager will play a critical role in ensuring that our customer center remains customer centric.
He/she will be responsible for managing operations to meet client-defined metrics, focusing on client satisfaction and exceeding expectations in areas such as: Scorecard (Client) Quality Adherence Turn Times Throughput
Analyzing statistical reports and arrival patterns to ensure adequate staffing levels are maintained to meet service level agreements
Conducting Focus Group Discussions (FGD) to identify and address concerns raised by employees at all levels
The Operations Manager will also manage accounts at the operational level, ensuring the production, cost, and financial results align with internal metrics, including: Manpower Utilization (Internal Productivity) Attrition Production (hours)
Forecasting account revenue and spending to align with revenue and EBIT goals
Maximizing the impact on financial performance by managing productivity metrics such as hours produced vs. paid hours, production statistics, and operating costs
Monitoring and analyzing internal metrics related to productivity, direct and indirect costs, and other financial aspects
This role involves direct communication with Vendor Management Offices in the US, including: Organizing and attending conference calls Using electronic communication channels such as email, chat, and SMS Managing and overseeing operational escalations Strategizing, operating, providing feedback, and handling escalations Providing regular updates on account performance
Analyzing operational results to identify areas of opportunity and implementing action plans for improvement
Identifying gaps in processes and creating action plans to enhance performance
Developing and implementing strategic action plans and workflow processes
Bringing concerns and improvement suggestions to weekly meetings and deliberations
Identifying and developing key personnel
Providing timely feedback and coaching
Recommending training programs
Creating training and development plans to address leadership gaps as needed
Conducting follow-up meetings and organizing agendas
Forecasting departmental training needs to meet desired FTE (Full-Time Equivalent) levels
Developing and implementing programs to enhance employee motivation and maintain a positive work environment
Providing leadership for management initiatives to foster communication and drive performance