Operations Manager

Harte Hanks • Greenville, SC

30d

About The Position

The
Contact Center Operations Manager
position requires a highly detail oriented, accurate, customer service focused, organized individual who will be responsible for managing the day to day activity of a high profile customer account. This includes ensuring profitability of the programs, constant client interaction, growing the account and communicating directly with the management teams for inbound and outbound agents.

Requirements

• High School Diploma or GED
• 5-8 years call center experience required; 1-3 years at the manager level inbound call center management experience preferred.
• Understanding and ability to execute inbound programs to ensure service levels and financial objectives are met.
• Strong planning, forecasting, problem-solving and analytical skills.
• Proven ability to develop and produce reports from existing systems, analyze them and make informed recommendations.
• Knowledge of current call center & workforce management technology.
• Demonstrated ability to interact with peers, senior management, and other departments in a professional manner.
• Strong organizational, leadership and interpersonal management skills.
• Possess budgeting and financial planning skills.
• Demonstrated communication skills both written and verbal.
• Must be able to foster a positive and productive work environment with the ability to lead, build teams and motivate staff.
• Possess excellent knowledge of manpower planning and scheduling in a customer service environment.
• Ability to work in a dynamic fast-paced atmosphere.
• Ability to create, modify and track KPIs that relate to troubleshooting and documentation environments.
• Strong communication, organizational, analytical, documentation, troubleshooting and problem-solving skills.
• PC skills including word processing, spreadsheets, presentation graphics and multimedia
• Highly proficient in Excel, Word, PowerPoint, and other office products.

Nice To Haves

• Experience with TCS scheduling software & Workforce Management Systems preferred.
• Experience with post-sales operations and high tech environment preferred.

Responsibilities

• managing the day to day activity of a high profile customer account
• ensuring profitability of the programs
• constant client interaction
• growing the account
• communicating directly with the management teams for inbound and outbound agents

Benefits

• Group Health and Wellness (Medical, Dental, and Vision)
• Health Savings Account (HSA)
• Educational Assistance
• Voluntary plans, including critical illness, accident, and hospitalization
• 401k plan with Company Match and Roth contributions with immediate vesting
• Pet Insurance, discounted legal services, employee discount programs, and more….

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees