Call Center Operations Manager - Kingsport, TN - Internal

Advanced Call Center Technologies, LLC • Kingsport, TN

1d • Onsite

About The Position

Advanced Call Center Technologies is now seeking an experienced call center Operations Manager to join our team! Apply now for an instant interview!
We offer:
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. We treat each interaction as an opportunity to strengthen loyalty to the clients we serve. You will be part of a winning team and participate in our Employee Stock Ownership Plan (ESOP) -- an added long-term savings benefit that is 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 supervisors and of 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 Client.
Nature and Scope
Position reports to the Director of Operations. Incumbent has routine contact with all levels of employees, including production, management and support staff. Will at times have contact with client representatives. Plans, assigns and directs the work of a team of 10-25 production associates. Responsible for the team’s performance and productivity.
Supervisory Responsibilities
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.

Requirements

• Experienced call center Operations Manager

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