Helpware

Senior Operations Manager

Helpware

full-time

Posted on:

Location Type: Hybrid

Location: Nashville • North Carolina • Tennessee • United States

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Salary

💰 $70,000 per year

Job Level

Senior

About the role

  • Responsible for managing contact center operations activities including day-to-day site operations and workforce management for one or more accounts / programs / LOB's.
  • Acts as the primary contact for client and project delivery standards and maintains cordial working relations with them.
  • Ensures achievement of service levels, key performance indicators, business objectives and financial targets stipulated by clients and the company.
  • Ensures that all program/account processes and procedures are adhered to and that individual/global metrics are consistently improving.
  • Has full P&L responsibility for all programs / accounts / LOB's managed and supported.
  • Maintains cordial and effective working relations with external clients and serves as the primary interface of clients.
  • Translates client requirements into action plans for the LOB's / accounts / programs.
  • Establishes open and honest communication regarding all aspects of the accounts'/programs'/LOB's performance.
  • Monitors account / program / LOB performance to ensure that profitability and efficiency are maintained and improved.
  • Conducts interval business reviews, ensuring that contract metrics and service levels and KPI agreements are met.
  • Upholds company policies and drives for adherence to such policies.
  • Manages costs and expenditures efficiently and wisely within budgeted guidelines.
  • Maintains a high level of morale and productivity within the LOB's / accounts / programs.

Requirements

  • Five (5) to Eight (8) years experience in a Managerial capacity
  • Two (2) to three (3) years' experience in a operations managerial capacity in Call Center Operations, Customer Service, Business Process Outsourcing, or Telecommunications.
  • Expertise in call center operations, financial management, and organization required.
  • Proficiency with MS Office applications or Google Suite Applications (i.e. MS Word, Excel, PowerPoint, etc...) and other call center-specific software / systems (i.e. CMS/IEX, Nice, Verint, Blue Pumpkin, etc.).
  • Client relations.
  • Leadership and people-management skills.
  • Project management skills.
  • Excellent oral and written English communication skills with professional communication skills both verbal and written business correspondence.
  • Excellent financial, planning, organizing and coordination skills; Adaptive to changing work schedules and working hours.
  • Active listening skills.
  • Operates with minimal supervision.
  • Customer focus.
  • Time Management and Multitasking skills.
  • Detail-oriented, Analytical, Problem-Solving and Decision-Making skills.
  • Presentation Skills.
  • Full-time availability to work on weekends as needed.
  • Availability to travel when needed.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
call center operationsfinancial managementproject managementplanningorganizationanalytical skillsproblem-solvingdecision-makingtime managementmultitasking
Soft Skills
leadershippeople managementclient relationscommunication skillsactive listeningcustomer focusdetail-orientedpresentation skillsadaptabilityoperates with minimal supervision