Operations Manager

 •  Encover Farmington Hills, MI

5 - 7 years experience  •  Business Services

Salary depends on experience
Posted on 09/07/17
Farmington Hills, MI
5 - 7 years experience
Business Services
Salary depends on experience
Posted on 09/07/17

Position Details: Reporting to the Site Director, this position is responsible for the overall operation of a large call center or several small call centers. The incumbent is responsible for service delivery execution including achieving contractual centre performance metrics and assisting with annual budget preparation and managing financial resources. SPECIFIC RESPONSIBILITIES

  • Ensures operations delivery of client requirements as per contractual agreement
  • Directs and monitors adequate staffing levels to meet quality and budget standards
  • Assists in defining and establishing ongoing performance measures for centre personnel
  • Meets shrinkage and budgetary requirements for staffing and expenditures
  • Assists Director to establish centre budgets
  • Liaise with client regarding day-to-day center activities
  • Promotes positive employee relations
  • Monitors client expectations and insures effective communications to centre employees
  • Identifies performance and expectation gaps and facilitates resolution
  • Assists Client Services support to identify possible new business opportunities
  • Identifies operating opportunities for continuous improvement and efficiencies
  • Insures maintenance of standards and objectives related to ISO/COPC compliance

ESSENTIAL QUALIFICATIONS

Education/Knowledge: College course completion or equivalent experience; Thorough understanding of Call Centre operations, principles and metrics;

Experience / Skill: Minimum 5 years of Call Centre experience including 3 to 4 years in management capacity; Demonstrated experience analyzing and resolving customer service and client issues; In an outbound requirement, requires minimum 2 years’ experience in managing sales campaigns.

Req #: CNX00043127

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