What are the responsibilities and job description for the Senior Operations Manager position at Support Services Group?
Support Services Group is a customer-centric organization that values excellence in delivering quality service. Our business plays a critical role in enhancing customer satisfaction and fostering long-term relationships. We are looking for a highly skilled Senior Operations Manager to lead our call center operations and drive impactful improvements.
The Senior Operations Manager will be responsible for overseeing the day-to-day operations of our call center, ensuring optimal performance, efficiency, and adherence to service-level agreements (SLAs). The ideal candidate will have significant experience in managing large call center teams, optimizing processes, and implementing strategies to achieve operational excellence.
Key Responsibilities
- Manage call center operations, ensuring all processes align with company goals and customer satisfaction metrics.
- Lead and mentor a team of Operations Supervisors, Team Leads, and Agents, fostering a positive and productive work environment.
- Monitor team performance metrics, including Average Handle Time (AHT), First Call Resolution (FCR), Service Level Agreements (SLAs), and customer satisfaction (CSAT) scores.
- Analyze current workflows to identify areas for improvement and implement best practices to enhance efficiency and reduce costs.
- Work with workforce management, scheduling, and resource allocation to optimize staffing levels and ensure coverage during peak periods.
- Work with QA to develop and implement quality control measures to ensure compliance with company policies, procedures, and industry standards.
- Collaborate with cross-functional teams, including Talent Acquisition, IT, and Training, to support operational initiatives and address challenges.
- Utilize data-driven insights to generate performance reports, identify trends, and make informed decisions to improve operations.
- Proactively identify operational risks and develop mitigation plans to ensure business continuity.
Required Skills & Qualifications
- Bachelor’s degree in Business Administration, Operations Management, or a related field
- 5 years of experience in operations management within a call center or customer support environment.
- Proven experience in leading large teams and managing complex operational projects.
- Expertise in using call center technologies (e.g., Five9, Genesys, Avaya) and CRM systems (e.g., Salesforce, Zendesk).
- Strong leadership and people management capabilities.
- Excellent analytical, problem-solving, and decision-making skills.
- Proficiency in data analysis and reporting tools (e.g., Excel, Power BI).
- Outstanding communication, negotiation, and conflict resolution abilities.
- Ability to thrive in a fast-paced, target-driven environment.
- Lean Six Sigma, PMP, or other operational management certifications are preferred.
Preferred Qualifications
- Experience in a high-volume, inbound/outbound call center environment.
- Proven ability to implement process improvements and operational efficiencies.
- Familiarity with workforce management tools (e.g., NICE, Verint) and scheduling optimization.
Support Services Group is an award-winning global CX solutions company who creates amazing experiences for the world’s best brands and their customers. We’re an ambitious team of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving complex problems.
