Operations Manager - Shreveport, LA

Advanced Call Center Technologies • Shreveport, LA

6d • Onsite

About The Position

Advanced Call Center Technologies is now seeking an experienced call center Operations Manager to join our team! We offer opportunities to advance within, flexible schedules, tremendous bonus opportunities, fantastic supervisors, and a positive environment. You will become an employee owner, once qualifications are met to participate in our Employee Stock Ownership Plan (ESOP), which is a long-term savings benefit completely paid for by ACT. The ESOP shares the wealth with our dedicated employees and makes us a healthy, stable employer. At Advanced Call Center Technologies (ACT), we are 100% owned by our employees. When our company does well, our employees share in the rewards through our Employee Stock Ownership Plan (ESOP).

Position Summary: Under the general direction of the Sr. VP, Operations, the Operations Manager leads and directs a team of supervisors and production associates performing customer support, product sales, or collections services to meet company and client productivity, quality, and revenue objectives for one of our Account Services Clients.

Requirements

• Experienced call center Operations Manager
• Directly supervises 10-25 employees in a call center production environment.
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

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