Onsite Operations Manager - Norman, OK

Advanced Call Center Technologies, LLC•Norman, OK

21h•Onsite

About The Position

Advanced Call Center Technologies is seeking an experienced call center Operations Manager to join their team. This role involves leading and directing a team of supervisors and production associates in performing customer support, product sales, or collections services to meet company and client productivity, quality, and revenue objectives. 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 directly supervises 10-25 employees in a call center production environment and is responsible for their performance and productivity.

Requirements

Experienced call center Operations Manager
Ability to lead and direct a team of supervisors and production associates
Meet company and client productivity, quality, and revenue objectives
Routine contact with all levels of employees, including production, management and support staff
Occasional contact with client representatives
Plan, assign and direct the work of a team of 10-25 production associates
Responsible for the team’s performance and productivity
Consistently apply company policies and practices for corrective counseling
Adhere to company and client policies and standards
Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws

Nice To Haves

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
Join a team where your work matters.
Participate in our 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.