Operations Manager - Onsite Greenville, SC

Transcom

2d•Onsite

About The Position

We are looking for a forward-thinking Call Center Operations Manager to lead and optimize support operations for a rapidly evolving AI-driven client. This role is ideal for someone who thrives in dynamic environments and is excited about shaping how human and AI work together to deliver exceptional service. The Operations Manager is directly responsible for profit and growth of his/her business area through employee performance management, service delivery, and client interaction. Reporting directly to the Contact Center Manager, the Operations Manager achieves his/her targets with the assistance of all Transcom support functions. The primary objective is to achieve the set revenue target and Gross Profit Margin for his/her business unit with high employee and client satisfaction.

Requirements

Have a proven and successful track record of effective leadership with Commercial and/or Operational responsibility in the Customer Relationship Management industry or a closely related industry.
Have Client Relations and/or Sales contact experience.
Have a good understanding of Customer Relationship Management best practice and markets.
Manage your time effectively and be focused on setting clear objectives and priorities.
Have experience with P&L management and associated financial practices.
Have worked in a performance driven environment.
Excellent verbal and written English communication skills.
At least 18 years or older
Bachelor’s degree from accredited college/university and/or 3 years of professional experience.
Able to successfully pass a criminal background check
Ability to work a second shift schedule
Must live within reasonable driving distance of our office located in the Greenville, South Carolina area.

Nice To Haves

Experience leading in a virtual environment, preferred.

Responsibilities

Deliver accurate data to produce the forecast.
Develop realistic budgets.
Ensure consistent financial follow-up.
Take ownership of Team Leader development by offering support and defining Team Leader training needs.
Set and follow up on quality and quantity targets for the allocated Clients/projects.
Promote teamwork.
Ensure that employee satisfaction is high and attrition is low within the allocated production unit.
Develop and maintain effective performance management.
Lead by example.
Proactively respond to variances in targets and service levels.
Ensure that revenue streams cover committed costs wherever possible.
Ensure regular and proactive contact and interaction with clients.
Ensure client satisfaction through continuous business improvements.
Seek to increase client revenue and develop a partnership.
Strategic alliance with client’s marketing strategy, knowledge ability of clients’ culture, legislation regulations, and market trends.
Proactively promote the Transcom objectives.
Ensure that Transcom standard procedures are implemented and complied with at all times within his/her business area.
Create an open and energetic culture within his/her business unit.
Ensure that objectives are set for every member of his/her business area and production unit in line with Transcom and business objectives.
Ensure a high level of morale and a sense of loyalty to Transcom in each individual.
Provide feedback to Corporate Governance on ideas for improving standards and processes.
Review procedures and implement improvements.
Implement Transcom standard practices.
Ensure that demand forecasting is as accurate as possible and that resources deployed match demand effectively.
Promote synergistic teamwork with the Business Support Team ensuring that all data is accurate and completed on time.
Attend internal meetings with other staff of the contact center.
Directly responsible for all communication with Team Leaders.
Pursue communication with Clients that have been allocated to the Operations Manager’s responsibility.