Call Center Operations Manager

Summary :

Serves customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff.

Project Details :

• Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost / benefit analyses
• Identify and evaluate state-of-the-art technologies
• Define user requirements
• Establish technical specifications, and production, productivity, quality, and customer-service standards
• Contribute information and analysis to organizational strategic plans and reviews
• Develop call center systems by developing customer interaction and voice response systems, and voice networks
• Designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations
• Maintain and improve call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses
• Manage system and process improvement and quality assurance programs
• Install upgrades.
• Accomplish call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees
• Administer scheduling systems; communicate job expectations; plan, monitor, appraise, and review job contributions
• Plan and review compensation actions; enforcing policies and procedures
• Meet call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions
• Prepare call center performance reports by collecting, analyzing, and summarizing data and trends
• Maintain equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades
• Maintain professional and technical knowledge by tracking emerging trends in call center operations management
• Attend educational workshops
• Review professional publications
• Establish personal networks
• Bench-marking state-of-the-art practices
• Participate in professional societies
• Accomplish organization goals by accepting ownership for accomplishing new and different requests
• Explore opportunities to add value to job accomplishments.

Job Experience :

Oxford is an Equal Employment Opportunity Employer. All qualified applications will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. Oxford will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. Oxford provides supplemental medical (we do not offer major medical), dental, vision, life, and disability benefit plans along with a 401(k) Retirement Savings Plan. Paid holidays based on eligibility and paid sick leave for applicable jurisdiction, as required. Oxford is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please email oxfordbenefitsgroup@oxfordcorp.com . We will make a determination on your request for reasonable accommodation on a case-by-case basis.