Call Center Operations Manager
Company: MCI Jobs
Location: Dallas
Posted on: May 8, 2024
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Job Description:
POSITION OVERVIEW: OPERATIONS MANAGER SUPPORTING COMMERCIAL AND
PUBLIC SECTOR CLIENTS Our team is looking for experienced call
center leaders to support commercial and public sector clients.
Managers in this role coach and develop a team of 5 - 10
supervisors and are directly responsible for the performance of
their team. Candidates for this role should be experienced, highly
organized, enjoy working with people, and possess a strong work
ethic. A background in call center operations management is
required, and customer service, technical support, or back-office
experience is preferred. This is a full-time, local, on-site
position and requires employees to report to work at one of our
physical contact center locations. To be considered for this role,
you must complete a full application on our company careers page,
including all screening questions and a brief pre-employment test.
SALARY: $55000 - $70000 / year --------------: - POSITION
RESPONSIBILITIES: WHAT DOES SOMEONE IN THIS ROLE DO? Operations
managers are responsible for the day-to-day activity and
development of 5-10 supervisors within a complex call center
environment. The Operations Manager position is responsible for
ensuring call quality from start to finish, and pro-actively seeks
ways to improve the internal processes and results program-wide.
Operations managers conduct regular business meetings with
supervisor to complete performance reviews and coaching to ensure
maximum quality and production of direct reports. Operations
Managers work closely with the site director and client account
managers to ensure adherence to corporate policies and procedures
and the health of the account. Essential Duties Lead a team of 5-10
call center supervisors responsible for inbound and outbound
representatives Responsible for coaching and developing reports on
customer service processes and best practices. Manage metrics,
performance criteria, policies and procedures to improve call
center productivity continuously Drive a culture of accountability,
continuous improvement, and personal excellence Directs workforce
management activities and sets performance goals and objectives
accordingly Develop and maintain strategy on ensuring customer
satisfaction on all service interaction Provide team motivation and
development to maximize sales opportunities Responsible for the
overall performance and productivity of direct reports Responsible
for weekly payroll review and submission to ensure correct entries
Responsible for driving the growth of revenue and profit
originating from a call center Proven ability to meet performance,
efficiency, and quality assurance targets Monitoring of individual
and team results to identify and act on both positive and negative
performance Communicate key messages effectively to ensure that
direct reports are informed of process changes Provide regular
feedback to supervisors regarding performance wins and areas of
opportunity Work with other departments in the organization, such
as quality assurance, training, IT, and recruiting Develop and
audit quality assurance strategies to ensure the delivery of
world-class service Determining work procedures, preparing work
schedules, and expediting workflow Responsible for hiring, coaching
and terminating call center employees Be a subject matter expert on
your client's business Manage remote employees as needed. Other
duties and responsibilities as assigned CANDIDATE QUALIFICATIONS:
WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION? The ideal candidate
would share and understand the high-growth objectives of the
company. This position requires an advanced degree of leadership,
creative thinking, and dedication to people. The ability to
professionally represent the organization internally and
client-facing is a must. The right candidate will exhibit good
business judgment and acumen and be comfortable collaborating with
other departments and locations throughout the organization.
REQUIRED QUALIFICATIONS Minimum of 5-years call center management
experience Associate's degree or equivalent combination of
education and relevant work experience Exceptional interpersonal &
communication skills Strong supervisory experience including staff
development Advanced knowledge of Microsoft Office including
Outlook, Excel, Word & PowerPoint Demonstrated ability to drive
sales through the actions of others Superior knowledge of call
center tools and technology used to manage KPIs and SLAs Possess
practical conflict resolution skills (both customer and agent
conflict) Proven leader with advanced time management, planning,
organizational and multitasking skills Ability and eagerness to
learn new products and system Ability to work in a professional,
fast-paced environment Strong understanding of the contact center
environment and the key levers to enhance performance and achieve
client and financial targets Clear, concise and practical
communication skills (both oral and written) A solution-oriented
and positive mindset that openly embraces change and stretches
goals. Strong organizational skills with an ability to prioritize
objectives with little-to-no assistance, find issues, and create
and execute solutions that address those issues. An ability to hold
team members accountable for job performance including adherence,
KPI's, and process The ability to thrive in a fast-paced,
ever-changing, and high-pressure environment. PREFERRED
QUALIFICATIONS: Military, local, state or federal government
experience is a plus. Graduation from an accredited two-year or
four-year college or university is a plus Experience managing both
remote and on-site reports is a plus COMPENSATION DETAILS: WANT AN
EMPLOYER THAT VALUES YOUR CONTRIBUTION? We believe that hard work
should pay off, so we make sure that our compensation and total
rewards are competitive. Standard starting compensation is
commensurate with experience. Regular reviews and raises are
awarded based on tenure and performance, so our employees make more
each year. Employees earn paid time off as well as paid holidays
and paid training opportunities. Regular daily, weekly and monthly
incentives are part of the overall compensation our team members
enjoy and include monetary incentive and prizes such as computers,
tablets, phones, TVs, trips, tickets, and even cars. In addition to
our standard group benefits offering for full-time employees
following 90-days of employment, all employees are eligible to opt
for our MEC medical plan after only 30-days of employment. Benefits
options and plans vary slightly by location. JUST A FEW OF THE
BENEFITS Medical, Dental, and Vision Coverage Options Paid Time-Off
Regular Raises Advancement Opportunity Fun, Engaging Work
Environment Casual Dress Code Cash and Prize Contests PHYSICAL
REQUIREMENTS: This job operates in a professional office
environment. While performing the duties of this job, the employee
will be largely sedentary and will be required to sit/stand for
long periods while using a computer and telephone headset. The
employee will be regularly required to operate a computer and other
office equipment, including a phone, copier, and printer. The
employee may occasionally be required to move about the office to
accomplish tasks; reach in any direction; raise or lower objects,
move objects from place to place, hold onto objects, and move or
exert force up to forty (40) pounds. CONDITIONS OF EMPLOYMENT: Must
be authorized to work in their country of residence (The United
States or Canada) Must be willing to submit up to a LEVEL II
background and/or security investigation with a fingerprint. Job
offers are contingent on background/security investigation results
Must be willing to submit to drug screening. Job offers are
contingent on drug screening results. REASONABLE ACCOMMODATION:
Consistent with the Americans with Disabilities Act (ADA) it is the
policy of MCI and affiliates to provide reasonable accommodation
when requested by a qualified applicant or employee with a
disability unless such accommodation would cause undue hardship.
The policy regarding requests for reasonable accommodation applies
to all aspects of employment. If reasonable accommodation is
needed, please contact Kate Murph, Vice President of Human
Resources, kate.murph@mci.world . EQUAL OPPORTUNITY EMPLOYER: At
MCI and its subsidiaries, we embrace differences and believe
diversity is a benefit to our employees, our company, our
customers, and our community. All aspects of employment at MCI are
based solely on a person's merit and qualifications. MCI maintains
a work environment free from discrimination, one where employees
are treated with dignity and respect. All employees share in the
responsibility for fulfilling MCI's commitment to a diverse and
equal opportunity work environment. MCI does not discriminate
against any employee or applicant on the basis of age, ancestry,
color, family or medical care leave, gender identity or expression,
genetic information, marital status, medical condition, national
origin, physical or mental disability, political affiliation,
protected veteran status, race, religion, sex (including
pregnancy), sexual orientation, or any other characteristic
protected by applicable laws, regulations, and ordinances. MCI will
consider for employment qualified applicants with criminal
histories in a manner consistent with local and federal
requirements. MCI will not tolerate discrimination or harassment
based on any of these characteristics. We adhere to these
principles in all aspects of employment, including recruitment,
hiring, training, compensation, promotion, benefits , social and
recreational programs, and discipline . In addition, it is the
policy of MCI to provide reasonable accommodation to qualified
employees who have protected disabilities to the extent required by
applicable laws, regulations, and ordinances where an employee
works. ABOUT MCI (PARENT COMPANY): MCI helps customers take on
their CX and DX challenges differently, creating industry-leading
solutions that deliver exceptional experiences and drive optimal
performance. MCI assists companies with business process
outsourcing, staff augmentation, contact center customer services,
and IT Services needs by providing general and specialized hosting,
software, staff, and services. In 2019 Marlowe Companies Inc. (MCI)
was named by Inc. Magazine as Iowas Fastest Growing Company in the
State of Iowa and was named the 452nd Fastest Growing Privately
Company in the USA, making the coveted top 500 for the first time.
MCIs subsidiaries had previously made Inc. Magazine's List of
Fastest-Growing Companies 15 times respectively. MCI has fifteen
business process outsourcing service delivery facilities in Iowa,
Georgia, Florida, Texas, Massachusetts, New Hampshire, South
Dakota, New Mexico, California, Kansas, and Nova Scotia. Driving
modernization through digitalization, MCI ensures clients do more
for less. MCI is the holding company for a diverse lineup of
tech-enabled business services operating companies. MCI organically
grows, acquires, and operates companies that have a synergistic
products and services portfolios, including but not limited to
Automated Contact Center Solutions (ACCS), customer contact
management, IT Services (IT Schedule 70), and Temporary and
Administrative Professional Staffing (TAPS Schedule 736), Business
Process Management (BPM), Business Process Outsourcing (BPO),
Claims Processing, Collections, Customer Experience Provider (CXP),
Customer Service, Digital Experience Provider (DXP), Account
Receivables Management (ARM), Application Software Development,
Managed Services, and Technology Services, to mid-market, Federal &
enterprise partners. MCI now employs 10,000+ talented individuals
with 150+ diverse North American client partners across the
following MCI brands: GravisApps, Mass Markets, MCI Federal
Services (MFS), The Sydney Call Center, OnBrand24, and Valor
Intelligent Processing (VIP). ................: The purpose of the
above job description is to provide potential candidates with a
general overview of the role. It's not an all-inclusive list of the
duties, responsibilities, skills, and qualifications required for
the job. You may be asked by your supervisors or managers to
perform other duties. You will be evaluated in part based upon your
performance of the tasks listed in this job description. The
employer has the right to revise this job description at any time.
This job description is not a contract for employment, and either
you or the employer may terminate employment at any time, for any
reason.
Keywords: MCI Jobs, Waco , Call Center Operations Manager, Executive , Dallas, Texas
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