What are the responsibilities and job description for the Call Center Operations Manager position at Bein Ohana Agency?
The Call Center Operations Manager provides senior management support for our Customer Service Call Center business. This position is responsible for an assigned group of clients and staff including staff development, training, process improvement, profit levels, performance monitoring and evaluation.
Schedule, Benefits, & Compensation:
TOM-102924
Call Center Operations Manager
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Schedule, Benefits, & Compensation:
- On-Site, First shift, Monday through Friday - 40 hours per week
- Location: Annapolis Junction, MD
- Medical, Dental, Vision, Pet and other Insurance options
- Participation in a company 401k program
- Paid Time off and 10 paid holidays
- Annual Salary is $85,000 - $90,000
- At least 5 years of experience as a senior lead or manager in a call-center environment
- Experience leading multiple teams in a call center environment
- A high level of proficiency in Microsoft Office tools including MS Word and MS Excel
- Excellent organizational, written, and verbal communication skills
- Proven operations management experience in the Customer Service/Call Center, including QA, Training, Operations, and front-line staff
- Experience in meeting call center metrics, call forecasting and service level agreements (SLA’s)
- Deep understanding of call center software
- Experience managing multiple client projects/ software and workflows
- People management skills and client relations experience
- Strong leadership skills with the ability to keep employees motivated, resolve conflicts, while making difficult decisions
- Administration and Management — Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, and coordination of people and resources
- Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
- Making Decisions and Solving Problems — Analyzing information and evaluating results to choose the best solution and solve problems
- Communicating with Supervisors, Peers, or Subordinates — Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person
- Communicating with People Outside the Organization — Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail
- Prepare staff schedules or work assignments
- Direct organizational operations, projects, or services
- Analyze data to inform operational decisions or activities
- Create a compelling vision, clear direction, and strategy for the team
- Ensure that all contractual goals and service level agreements are achieved, as well as a statement of work deliverables and targets are met
- Bachelors degree or equivalent working experience
TOM-102924
Call Center Operations Manager
Powered by JazzHR
CuAidYuZ3o
Salary : $85,000 - $90,000
