About this role
The Operations Manager will lead a team of Call Center Supervisors by providing them with direction, support and career development. The position is responsible for improving customer satisfaction and the productivity and performance of Experts. The Operations Manager will also improve team member satisfaction resulting in the retention of Call Center Supervisors and Customer Service Representatives.The Operations Manager will lead a team of Call Center Supervisors by providing them with direction, support and career development. The position is responsible for improving customer satisfaction and the productivity and performance of Experts. The Operations Manager will also improve team member satisfaction resulting in the retention of Call Center Supervisors and Customer Service Representatives.
• Support directives from Call Center leadership. • Lead, coach, and develop Call Center Supervisors. • Set and prioritize goals to achieve business objectives. • Collaborate with HR, Training, Workforce, Finance, and Quality teams. • Drive improvements in people, processes, and technology. • Ensure client, subscriber, and quality expectations are met. • Recognize and reward top performers. • Manage budgets, projects, and changing priorities. • Maintain strong floor presence and open communication with staff.