Call Center Operations Manager

Call Center Operations Manager AO7177465
Top skills:
-Process Improvement
-Vendor Management
-Business Analysis

Schedule: Fully onsite

KEY RESPONSIBILITES/REQUIREMENTS:

Position Summary
The Operations Manager will lead initiatives to enhance customer experience and streamline operational processes within the Care+ team of the MX organization. This role will focus on identifying inefficiencies, implementing process improvements, and ensuring seamless customer interactions across all touchpoints.
This role is a vendor and customer-facing role and requires problem-solving and strong communication skills.

Roles & Responsibility
• Develop and execute strategies to improve customer experience metrics and optimize operational efficiency
• Leverage NPS results, Medallia survey data and KPI results to provide actionable insights and drive process improvements
• Collaborate with cross-functional teams to ensure alignment on customer experience goals and operational objectives
• Analyze and document current processes, identify bottlenecks, and implement solutions to optimize workflows
• Case-manage customer escalations
• Act as main point of contact for Call Center BPO and Third-Party Administrator
• Lead training and development programs to enhance team capabilities in customer experience and process improvement

Minimum Qualifications
• Bachelor's degree in Business Administration, Operations Management, or a related field.
• 5 years of experience in operations management or a related role.
• Proven track record of improving customer experience and operational processes.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Excellent communication and leadership skills.

Preferred Qualifications
• Experience in the mobile device protection industry.
• Familiarity with process improvement methodologies such as Lean or Six Sigma.
• Experience managing cross-functional teams in a fast-paced environment.

Why work at BTI?

We're committed to creating a workplace where employees feel valued, supported, and empowered to grow. Our team benefits from competitive compensation, comprehensive health and wellness offerings, and opportunities for professional development. We are proud to be an equal opportunity employer and make all employment decisions without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, veteran status, or any other legally protected status.

We comply with all applicable federal, state, and local employment laws, including those related to fair hiring practices, pay transparency, workplace safety, and reasonable accommodations. We are dedicated to maintaining an inclusive environment where everyone has the opportunity to succeed and contribute meaningfully.