The Senior Operations Manager is responsible for the day-to-day operations of a multi client site where FTE justifies, while achieving a high level of performance and profitability.
Establishes priorities, standards and performance objectives. Selects trains and provides work guidance for floor Supervisors.
Maintains cost / productivity records.
Duties and Responsibilities
Manages program operations staffing, Account Management commitments, budget, and forecasted hours versus actual hours
Oversees and manages Call Center KPIs such as : Quality, Staffing, and Service Level
Analyzes data for trends in call patterns, product variability, turnover, hiring, etc
Manages Program daily and monthly operating metrics within budgeted expense parameters
Produces monthly operating reports detailing center activity, trend analysis, goals / objective status and special projects
Accountable for the information conveyed to clients
Develops / manages / maintains employee productivity goals against departmental standards
Coordinates with Site Director on Human Resource recruiting, training, development and retention
Creates consistency in performance and process across multiple clients
Min 3 years experience managing a minimum of 125 inbound / outbound sales and customer service agents with a proven track record of achieving sales and quality goals
Demonstrated ability to develop leaders and excellent motivational skills
Strong focus on continuous improvement and operational optimization
Ability to competently address rapid changes in service delivery in a dynamic and time-sensitive environment
Knowledge of Microsoft office programs and multiple operating systems
Advanced knowledge of call center services industry and best practices, understanding ramifications of call center actions on the business, including revenue, expense and employee dynamics
Excellent oral and written communication skills, with the ability to effectively respond to questions from managers, clients, and customers
Knowledge of federal and state call center compliance regulations
Ability to travel if required