Senior Operations Manager - Customer Service/Call center

Transworld Systems Inc.•Aiken, SC

4d•$70,000 - $75,000•Remote

About The Position

Transworld Systems, Inc. is an industry leader, customer-first provider of customer relationship outsourcing services, accounts receivable management, loan servicing and legal services for many of the world’s leading companies. We have over 50 years of experience in handling customer contacts and interactions across a broad spectrum of industries. Why should you consider TSI (part of TSI family of companies)? Work from home Paid training Team-oriented work environment Growth opportunity Comprehensive benefits package available: including medical, dental and vision, 401k retirement plan with employer matching, paid time off and paid holidays!

Requirements

Must meet background and drug screen requirements as outlined by the project/client
Minimum of 4 years of management experience in operations, customer service and business administration in a call center setting
Minimum of 2 years’ experience providing leadership and development to team leads/supervisors centered on coaching and developing representatives
Availability to work from am-pm weekdays, and weekend hours when necessary
Thorough knowledge of Avaya
Proficient with Microsoft Excel and Word
Experience calculating figures and amounts
Experience analyzing statistical requirements
Ability to coordinate multiple tasks simultaneously
Understand and respond to diverse population
Manage by Walking Around (MBWA)
Previous experience in putting together QBR’s (Quarterly Business Reviews) for assigned program
Bachelor’s degree from an accredited college or university required with major course work in business administration, marketing, or a similar field
Equivalent work experience in a similar position may be substituted for educational requirements
Normal, corrective vision range; ability to see color and to distinguish letters, numbers and symbols
Frequently required to sit, stand, walk, talk, hear, bend and reach
Ability to reach with hands and arms
Occasionally lift and/or move up to 30lbs

Responsibilities

Lead teams of managers, supervisors and agents.
Create and implement strategy to ensure performance objectives are met.
Organize, direct, and monitor daily activities of agents and supervisors
Monitor and review individual and team performance.
Monitor calls to observe individual demeanor, technical accuracy, and conformity to company and client policy and procedure; provide feedback as required
Monitor and analyze productivity of agents; generate reports based on analysis.
Field questions from team and client contacts; recommend corrective services to address customer complaints.
Provide coaching and development feedback and provide leadership to all staff.
Ensure all client compliance requirements are met.
Monitor and ensure compliance with attendance, dress code, and all company policies.
Maintain contact with client as determined by management.
Monitor email and voice mail to ensure all communications are up to date and accurate.
Ensure all payroll deadlines are met.
Ensure daily and monthly performance results are tracked by agent and team.
Conduct monthly/annual performance reviews with direct reports
Administer performance improvement plans and disciplinary warnings as needed.
Train, motivate, develop and reward agents.
Responds to and works to resolve agent concerns in a timely manner
Prepare reports as needed.
Perform other duties as assigned by Director or VP.
Possess working knowledge of utility industry regulated market credit/collections practices