Operations Manager
2 weeks ago
Shift: 7am - 7pm (rotational)
Responsibilities- Hiring, training, coaching, and leading call center representatives as they provide support for customers.
- Answering representatives' questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be solved by representatives.
- Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coaching workers regarding processes and practices, and explaining expectations to employees.
- Assisting other management team members in identifying trends and establishing call center goals.
- Ensuring staff members are achieving desired service levels and taking corrective action as needed.
- Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
- Taking on other tasks or projects to support employees, other managers, and call center operations.
- Degree or equivalent.
- More education or experience in a related field may be preferred.
- Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
- Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
- Knowledge of management principles and familiarity with company products, services, and policies.
- Strong coaching and leadership skills, ability to motivate employees.
- Decisiveness and attention to detail.
- Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
Mid-Senior level
Employment typeFull-time
Job functionCustomer Service
IndustriesStaffing and Recruiting
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