Job Title:
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Outbound Operations Manager
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Department(s):
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Contact Center
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Location:
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Clark
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Travel Required:
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Travel Required
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Position Type:
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Full-Time
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Reports To
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Global Director of Contact Center Operations
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Will directly oversee call center sales personnel to ensure positive morale and effective daily operations. You will serve our local and national customers through the development and implementation of the best cell center methods and procedures. You will also be asked to make suggestions for system and process improvement using your knowledge of daily and ground operations.
Job Description
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Role and Responsibilities
- Conduct staff performance reviews to assess needs, cost/benefit analysis, and other operational strategy assessments.
- Establish a high standard for productivity, quality, customer service as well as define user guidelines.
- Develop company systems for customer interaction and voice response and control the implementation process.
- Manage and improve center performance through performance monitoring, problem resolution, system audits, and quality assurance measures.
- Aid the human resources department in the recruitment process by interviewing potential hires and outlining clear job expectations.
- Prepare annual budget after estimating necessities, correcting overspending, analyzing cost variance, and scheduling expenses.
- Summarize, collect and analyze call center trends and data for regular performance reports.
- Oversee system maintenance and upgrade implementation. Call for repairs and troubleshooting as needed.
- Maintain consistent professional improvement through company-provided workshops, tracking call center trends, and active participation in team projects.
Qualifications and Education Requirements
- Proven experience as call center manager or similar position
- Experience in customer service is required
- Knowledge of performance evaluation and customer service metrics
- Solid understanding of reporting and budgeting procedures
- Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
- Proficient in MS Office and call center equipment/software programs
- Outstanding communication and interpersonal skills
- Excellent organizational and leadership skills with a problem-solving ability
- Positive and patient
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