Operations Manager, Call Center

The Operations Manager position at Dialog Direct, a Qualfon Company, is a pivotal role within the customer service sector, specifically tailored for a large Fortune 500 company. This position is located in the Detroit, MI Metro Area and requires an on-site presence. The Operations Manager will be responsible for ensuring that the customer center remains focused on delivering exceptional customer service while meeting client-defined metrics. This role demands a flexible schedule, including evenings and weekends, to accommodate the operational needs of the call center. In this role, the Operations Manager will oversee various operational aspects, including managing the production, cost, and financial results to align with internal metrics. Key responsibilities include analyzing statistical reports to maintain adequate staffing levels, conducting focus group discussions to address employee concerns, and ensuring adherence to quality standards. The Operations Manager will also be tasked with monitoring productivity metrics, managing operational escalations, and providing regular updates on account performance. The position requires a strong focus on talent development, where the Operations Manager will identify and develop key personnel, provide coaching, and recommend training programs to address leadership gaps. Additionally, the role involves conducting follow-up meetings, forecasting departmental training needs, and implementing programs to enhance employee motivation and maintain a positive work environment. The ideal candidate will be passionate about delivering exceptional customer service and possess the necessary skills and experience to make a meaningful impact on the operations of the customer center.