Call Center Operations Manager - Kingsport & Blountville, TN

Advanced Call Center Technologies • Bristol, TN

2d • Onsite

About The Position

Advanced Call Center Technologies is seeking an experienced Operations Manager to lead and direct a team of supervisors and production associates. This role is responsible for meeting company and client productivity, quality, and revenue objectives for an Account Services Client. The Operations Manager will report to the Director of Operations and will have routine contact with all levels of employees, including production, management, and support staff, as well as occasional contact with client representatives. The position involves planning, assigning, and directing the work of a team of 10-25 production associates, and is responsible for the team’s performance and productivity.

Requirements

• Experienced call center Operations Manager
• Ability to lead and direct a team of supervisors and production associates
• Ability to meet company and client productivity, quality, and revenue objectives
• Ability to plan, assign, and direct the work of a team of 10-25 production associates
• Responsible for team's performance and productivity
• Ability to monitor associates real-time productivity
• Ability to coach and develop associates
• Ability to address associate performance, conduct, and attendance issues
• Ability to motivate and reward associates
• Ability to ensure associates adhere to company and client policies
• Ability to assist in the development of call scripts and call handling strategies
• Ability to track and report daily performance and productivity
• Ability to develop cross-training and call-handling procedures
• Ability to monitor and maintain work volume statistics
• Ability to monitor associate calls for demeanor, accuracy, and conformity
• Ability to take escalated customer calls
• Ability to answer questions and recommend corrective services
• Ability to determine work procedures, prepare work schedules, and expedite workflow
• Ability to maintain attendance records and ensure accurate payroll processing
• Ability to address and resolve employee grievances
• Ability to complete and present annual performance appraisals
• Ability to conduct job candidate interviews and make hiring decisions

Nice To Haves

• Experience with Employee Stock Ownership Plan (ESOP)

Responsibilities

• Monitors associates real-time productivity to achieve production and revenue goals.
• Coaches and develops associates to improve quality, performance and productivity.
• Develops and implements goals and action plans as needed.
• Addresses associate performance, conduct, and attendance issues by consistently applying company policies and practices for corrective counseling.
• Motivates and rewards associates using company and client incentive programs to drive results and maximize performance.
• Ensures associates adhere to company and client policies and standards.
• Assists in the development of call scripts and call handling strategies to improve performance.
• Tracks and reports the associates daily performance and productivity.
• Develops cross-training and call-handling procedures.
• Monitors and maintains work volume statistics.
• Monitors associate’s calls to ensure employee is meeting demeanor, accuracy, and conformity to company and client policies.
• Takes escalated customer calls.
• Answers questions and recommends corrective services to address customer complaints.
• Assists in determining work procedures, prepares work schedules, and expedites workflow.
• Maintains the attendance records for associates using the timekeeping system.
• Reviews attendance daily and edits as necessary to ensure an accurate payroll is processed.
• Addresses and resolves employee grievances under company guidelines and with assistance from human resources.
• Completes and presents associate’s annual performance appraisals.
• Conducts job candidate interviews and makes hiring decisions with assistance from HR.

Benefits

• Opportunities to advance within
• Flexible schedules
• Tremendous bonus opportunities
• Fantastic Supervisors and a Positive environment
• Employee Owned - You will become an employee owner, once qualifications met to participate!
• Affordable benefits for you, your spouse, and/or children after 90 days
• Paid time off and paid holidays after 90 days
• Employee Stock Ownership Plan (ESOP)

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed