General Summary:
The Contact Center Operations Manager is responsible for providing leadership and direction to develop and maintain a culture of operational excellence in the contact center. He or she will lead all aspects of the team to ensure the team is meeting all performance measures and Service Level Agreements (SLAs). The Contact Center Operations Manager will work to redefine the groupâs technology and process improvement efforts, build knowledge within the group, and lead the effort of effective communication to all customers.
The Contact Center Operations Manager is responsible for providing leadership and direction to develop and maintain a culture of operational excellence in the contact center. He or she will lead all aspects of the team to ensure the team is meeting all performance measures and Service Level Agreements (SLAs). The Contact Center Operations Manager will work to redefine the groupâs technology and process improvement efforts, build knowledge within the group, and lead the effort of effective communication to all customers.
Principal Duties & Responsibilities:
- Responsible for strategic development for Level III Support team
- Responsible for Vendor Management for day-to-day Operations (3-5 different vendors) including establishing and maintaining key relationships.
- Escalation point of contact for business partners.
- Develop and implement operational support policy, procedures, and technology programs. Advocate for continuous improvement and lead the team through the implementation of processes.
- Participate in the governance process and contribute to the strategic direction of Help Desk team.
- Be a strategic partner to leadership outside of the Help Desk to make sure that technology, quality, and customer satisfaction is being met in the Help Desk
- Key contributor for development and maintenance of the technology needs of the Help Desk
- Build and maintain working relationship with the other Managers in the Help Desk; to ensure communication is effectively delivered and concerns are being addressed appropriately.
- Identify and communicate unusual events impacting the Help Desk
- Partner strategically with business partners and others areas of the business to address any concerns or trends
- Ensure team has the training and tools to meet and exceed customer service expectations
- Serve as point of contact for any case escalations from the Contact Center Supervisor.
- Partner with the Quality Assurance Specialist and Training Team to assess Help Desk performance and trends, to align appropriately with the Service Level Agreements (SLAâs)
- Partner with Talent Acquisition to create a recruiting plan to handle any hiring needs
- Participate in network technology upgrade or expansion projects, including monitoring of hardware and network services throughout the projects
- Other duties as assigned
Position Requirements:
- Office work environment; business casual
- Full-Time, minimum 40 hours per week
Minimum Requirements:
Education: High School Diploma or successful completion of GED. Bachelor Degree or equivalent work experience preferred.
Experience:
- Minimum 5+ years professional contact center experience
- Minimum 3+ years in a supervisory position
- Experience in developing and implementing customer service strategies
- Experience with defining and managing Customer Service Technology (e.g. Case Management System, Knowledge Base System).
- Strong team development skills; excellent at clarifying common goals among diverse staff members, gaining consensus on an overall approach, and building a collaborative environment.
- Experience in performance management, including talent evaluations, career development planning and providing constructive feedback.
Job Related Skills:
- Strong customer service experience and ability to manage customer expectations
- Ability to multi-task in a fast-paced environment
- Understands call center concepts and can easily employ them for process improvements
- Strong technical skills; understands the industry trends
- Exceptional ability to partner with key stakeholders to resolve issues and implement process improvements
- Adaptive and flexible to new ideas and change
- Strong analytical, problem-solving and decision making skills
- Ability to Lead and Motivate Others
- Strong verbal and written communication skills
- Attention to detail
- Ability to consistently maintain a team environment by openly sharing information, exchanging ideas, coordinating activities, peer coaching, and /or jointly solving problems
Computer Skills: NA
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