Operations Manager
Education at Work - Cincinnati, OH

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OVERALL RESPONSIBILITY:
Provide excellent internal and external customer service to include commitment to service level, quality, and productivity while meeting client expectations. Manage the day to day operations for a multi-client contact center, while balancing superior customer & client services and fiscal responsbility.

POSITION DUTIES:

  • Manage the daily performance of multiple Customer Service Supervisors
  • Monitor, coach and provide specific feedback to Supervisors to meet performance
  • Maintain proper files and documentation for Supervisors on attendance, quality
  • Prepare and conduct performance evaluations for each Supervisor
  • Conduct weekly team meetings with Supervisors to maintain timely communication
  • Analyze customer issues, problems, and call center trends and recommend actions
  • Assist in the identification of Supervisor training and development needs.
  • Monitor service levels by floor managing and communicating with the VP and WFM
  • Maintain excellent working knowledge of company policies and procedures.
  • Work with Human Resources to maintain consistent polices and procedures
  • All other duties as directed by upper management

QUALIFICATIONS:

  • 5 year’s previous call center management experience required
  • Ability to work flexible hours, overtime and weekends as needed
  • Possess strong commitment to share in the company’s vision
  • Excellent leadership, organizational, and problem solving skills.
  • Excellent follow up skills.
  • Ability to work independently and in a team environment.
  • Excellent oral and written communication.
  • Ability to coach, motivate and develop others, while fostering teamwork.
  • Result-driven and shows commitment to the task at hand.

Indeed - 16 months ago - save job - block
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About this company
Education at Work is a non-profit organization helping to address the unemployment crisis in the U.S. We are dedicated to helping America's...