Position Summary

The Call Center Operations Manager reports to the Director of Business Development/Vice President and will support the initiatives and growth of the Employer. S/he will be responsible for the call center operations function.

Responsibilities

• Hire, onboard and train call center personnel.
• Coach call center staff through challenging customer service issues.
• Analyze call center data and prepare reports for upper management.
• Evaluate staff effectiveness and performance annually or on an at-need basis.
• Lead team meetings and give presentations to executives.
• Develop monthly, quarterly and annual call center goals and action plans.
• Prepare work schedules to ensure sufficient coverage.
• Create personnel and supply budgets for approval.
• Work with company management and executives to strategically plan HR initiatives that will benefit the company and encourage more efficient and beneficial work from employees and oversee IT and call center talent.
• Develop employees and conduct training in interpersonal skills, such as active listening, negotiating and influencing, to improve employee effectiveness on the job.
• Improve IT consulting, managed services and call center employee retention.
• Oversee legal compliance and ensure the company satisfies employment laws to avoid audits and penalties by agencies that oversees those laws across the United States.
• Oversee employee terminations and conduct exit interviews and inform terminated employees of their rights to certain benefits if/when applicable.
• Direct all hiring and training procedures for new employee.
• Continually educate employees on company policies (including sexual harassment, appropriate dress, and social media permissions, etc.) and keep employee handbook current.
• Monitor employee progress and stay abreast on company climate and culture, ensuring it stays positive and productive.
• Foster cross-functional relationships and ensure managers and employees are properly connected.
• Regularly meet with employees for progress reviews and assessments, discussing any problems or grievances they may have.
• Promote a positive and open work environment where employees feel comfortable speaking up about issues.
• Understand and adhere to all pertinent labor laws.
• Order and maintain office supplies and materials.
• Provide support to the C-suite related to operations and budget tracking.
• Complete annual records retention and archival process.
• Provide support, including proofreading all correspondence, manage office records and files, compose and edit correspondence and reports. Format documents, record minutes, compose and/or prepare letters, acknowledgements, notifications, confidential and sensitive materials.
• Monitor policies and procedures as they are being developed or revised.
• Exercise initiative in problem solving; skillfully organize and perform multiple tasks within expected timelines, and demonstrate ability to maintain confidentiality, composure and work effectively in stressful situations.
• Research documents or materials needed and complete projects as required. Provide excellent customer service.
• Perform any other duties as may be assigned by the Employer.