Operations Manager

North End Teleservices, LLC•Omaha, NE

About The Position

Manage first-line supervisors that are responsible for managing the day-to-day operations of a team of representatives handling customer inquiries and issues.

Requirements

Customer service background and 2-3 years of Management experience in a Customer Service environment, preferred
Strong coaching ability.
Strong Computer Skills with proficiencies in Excel and Word.
Ability to motivate employees, establish, & maintain effective working relationships within the contact center staff as well as external employees.
Good organization skills with the ability to multi-task effectively.
Excellent command of the English language, and effective use of grammar skills.
General knowledge of basic math skills, and ability to calculate percentages.
Highly organized and able to multitask.
Self-driven and initiative-taking nature.
Excellent communication and people skills.
Demonstrate leadership qualities.
High computer literacy and ability to learn new software.
Knowledge of customer success processes.
Experience in document creation.
Patient and active listener.
Passion for service.
High School Diploma or General Education Diploma.
Must be able to pass English grammar and sentence structure competency.

Nice To Haves

A college-accredited degree is preferred.

Responsibilities

Provide leadership and management to associates.
Ensure the success of internal and external customers.
Provide training and development of the Supervisory team.
Communicates areas of accountability and performance expected by teams.
Regularly conduct supervisor and Quality Assurance, Training, and Workforce Management team meetings.
Manage multiple teams for one or more clients.
Develop and coach individuals for future advancement.
Acting as an information source and answering questions, assigning tasks, following up, and giving instructions as needed.
Ensuring that the team supervisors acquire the appropriate support and training to apply the best skills and knowledge on the job.
Communicating solutions, successes, and opportunities to the Operations team.
Practicing and ensuring compliance with that of all the organization's policies and procedures.
Forecast and Plan financially for call volumes and capacity models by type and team (internal and external partners).
Drive to achieve world-class call metrics (Average Speed of Answer, Average Handle Time, First Call Resolution...etc.).
Conducting management, call monitoring, coaching, training, disciplining, and reviewing all subordinates.
Conducts performance reviews, disciplinary meetings, and termination recommendations.
Notify clients of any terminations and the need to delete or add employee credentials within 4 hours of the termination.
Conduct client meetings to review Quarterly Business Reviews.
Establish strategies including new and unique ways to improve operations to move NET forward by setting goals to meet and exceed service levels, gathering pertinent business, financial, service and operations information, identifying and evaluating trends and options, choosing a course of action, defining objectives, and evaluating outcomes all while fostering teamwork and collaborative client partnerships.
Develop and manage client portfolios.
Sustain business growth and profitability by maximizing value.
Analyze customer data to improve customer experience.
Improve onboarding processes.
Evaluate and improve communication infrastructure.
Mediate between clients and the organization.
Handle and resolve customer requests and complaints.
Minimize customer churn.
Other duties as assigned.