Operations Manager - Harlingen, TX

Advanced Call Center Technologies, LLC•Harlingen, TX

2d•Onsite

About The Position

Advanced Call Center Technologies is seeking an experienced call center Operations Manager to join their team. This role offers opportunities for advancement, flexible schedules, and significant bonus potential within a positive environment. As an employee-owned company, employees can become owners after meeting qualifications, benefiting from an Employee Stock Ownership Plan (ESOP) which is fully paid for by ACT. This plan shares wealth with dedicated employees, contributing to ACT being a healthy and stable employer. ACT is 100% employee-owned, meaning employees share in the company's success through the ESOP.

Requirements

Experienced call center Operations Manager
Ability to lead and direct a team of supervisors and production associates.
Proficiency in monitoring real-time productivity.
Skills in coaching and developing associates.
Experience in addressing performance, conduct, and attendance issues.
Ability to motivate and reward associates.
Knowledge of company and client policies and standards.
Experience in developing call scripts and strategies.
Ability to track and report performance and productivity.
Experience in developing cross-training and call-handling procedures.
Ability to monitor work volume statistics.
Experience in monitoring calls for demeanor, accuracy, and policy adherence.
Capability to handle escalated customer calls.
Experience in determining work procedures, preparing schedules, and expediting workflow.
Proficiency in maintaining attendance records and ensuring accurate payroll.
Experience in addressing and resolving employee grievances.
Ability to complete and present annual performance appraisals.
Experience in conducting job candidate interviews and making hiring decisions.
Ability to supervise 10-25 employees.
Understanding of company policies and applicable laws related to supervision.

Nice To Haves

Employee ownership participation

Responsibilities

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.
Monitors associates' real-time productivity to achieve production and revenue goals.
Coaches and develops associates to improve quality, performance, and productivity, developing and implementing 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 associates' daily performance and productivity.
Develops cross-training and call-handling procedures.
Monitors and maintains work volume statistics.
Monitors associates' calls to ensure 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 attendance records for associates using the timekeeping system, reviewing and editing as necessary for accurate payroll processing.
Addresses and resolves employee grievances under company guidelines 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.
Directly supervises 10-25 employees in a call center production environment, carrying out supervisory responsibilities in accordance with the organization's policies and applicable laws.