Operations Manager- Contact Center

Job Description

Job Description

Job description:

Department/Group: Call Center

Location: El Paso

Level/Salary range: $90K - $100K

Position type: Full Time/ 100% ONSITE

JOB SUMMARY

Serves as the primary owner of contact center contracts for clients and works closely with internal teams to align with client expectations and operational capabilities. Regularly communicate with clients and monitor call center metrics and performance to ensure service levels are met.

Role and Responsibilities

· Monitors all call center activities and operations

· Ensure that project and program performance requirements and goals are met

· Monitor daily call center activities and performance indicators, such as number of calls offered, number of calls handled, average handling time, etc.

· Analyze, evaluate and advise management on call center deviations and recommend appropriate course of action to eliminate reoccurrence

· Analyze and evaluate call center performance measures and identify areas of development that could be an enhancement of services to clients/customers/company

· Proactively identify risks and propose mitigation plans

· Establish productivity and service performance goals for the call center, as coordinated/established with client

· Ensure that customers’ issues are resolved in a timely and professional manner

· Handle escalated calls as needed, and de-escalate situations involving dissatisfied customers, offering patient and professional assistance and support

· Research and resolve customer complaints and issues in a timely and professional manner; analyze data and determine appropriate action to be taken within established policies and procedures

· Develop customer service initiatives to improve customer satisfaction

· Conduct sales calls as needed for new business

· Conduct periodic business reviews

· Keep updated on applicable regulatory, operational and procedural issues as they relate to such issues as rates, energy efficiency, regulatory rules, billing procedures, as well as issues facing the Company and client industry

· Comply with all applicable Company policies & procedures, as well as all applicable governmental laws and regulations, to include but not limited to employment, safety and environmental standards and regulations

· Ability to maintain a strong sense of propriety concerning confidential matters

· Ability to maintain effective working relationships with clients, subordinates, officers, managers, fellow employees, and the public

· Prepare and present reports, cost benefit analyses and PowerPoint presentations to management/clients

· Coordinate with client and Company Trainer for new employees, as well as ongoing training programs for development of CSRs and Lead CSRs

· Recommends and/or initiates personnel actions, to include employee development, performance reviews, disciplinary action, transfers & terminations

· Keeps abreast of applicable regulatory rules, billing procedures and ongoing client industry issues

· Ensures Company compliance with Public Utility Commission and Public Regulation Commission (or comparable regulatory agencies) rules and regulations in pertinent states

· Maintain professional relationships with outside public agencies that are involved in low-income utility payment assistance

· Performs other related duties and responsibilities as assigned

· Regular and predictable attendance is an essential function of the job

Qualifications and Education Requirements

• Bachelor’s degree in business administration, or similar degree, or equivalent combination of related education and experience
• Minimum six (6) years call center experience
• Minimum four (4) years supervisory experience
• Excellent communication skills, both verbal and written
• Strong leadership and organizational skills
• Working knowledge of call center operations
• Ability to direct, organize and coordinate the work of others
• Knowledge of Fair Labors Standards Act and union contract and working agreement compliance
• Working knowledge of rate tariffs and cost benefit analyses
• Skills and knowledge in basic mathematics, to include the ability to calculate & apply percentages, ratios and mathematical formulas
• Computer literate, to include working knowledge of software such as Word, Excel and Access, and ability to navigate multiple systems simultaneously
• Ability to comprehend technical data, organize time with workload, work independently and interact effectively with people from diverse educational, cultural and economic backgrounds
• Ability to handle multiple tasks simultaneously
• Ability to meet deadlines and work under pressure
• Ability to lead and motivate others
• Ability to maintain a strong sense of propriety concerning confidential matters
• Proficiency in CRM tools and Microsoft applications
• Bilingual (English/Spanish) preferred

Work Environment

• Primary work environment may be at TOC’s main office or at clients places of business. Location to be determined by upper management and may be subject to change during course of employment.
• May work non-standard hours according to business necessity, sometimes with short or no advance notice.
• May be required to work mandatory overtime from time-to-time according to business necessity, sometimes with short or no advance notice.
• May require travel to Company work sites

Physical Demands

• Sedentary work: exerting up to ten (10) pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects
• Stooping: bending body downward and forward by bending spine at the waist
• Crouching: bending the body downward and forward by bending leg and spine
• Kneeling: bending legs at knee to come to a rest on knee(s)
• Reaching: extending hand(s) and arm(s) in any direction
• Walking: moving about on foot to accomplish tasks
• Pushing: using upper extremities to press against something with steady force in order to thrust forward, downward or outward
• Pulling: using extremities to exert force in order to draw, drag, haul or tug objects in a sustained motion
• Lifting: raising objects form a lower to a higher position or moving objects horizontally from position-to-position
• Picking, pinching, typing or otherwise working primarily with finger(s) rather than with the whole hand or arm, as in handling
• Grasping: applying pressure to an object with the fingers and palm
• Feeling: perceiving attributes of objects, such as size, shape and temperature or texture by touching with skin, fingertips
• Talking: expressing or exchanging ideas by means of the spoken work; those activities in which detailed or important spoken instructions must be conveyed to other workers accurately, loudly or quickly
• Hearing: ability to receive detailed information through oral communication, and to make fine discriminations in sound, such as when making fine adjustment on machined parts
• Repetitive motions: substantial movements (motions) of the wrists, hand and/or fingers
• Visual acuity: color, depth perception and field of vision, to include measurement devices for close inspection and analysis, perform activities such as preparing and analyzing data and figures, transcribing, viewing a computer terminal; extensive reading.

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Vision insurance

Work Location: In person

The Job Connection-Your employment Source.
EOE/ NO FEE
The Job Connection was established in January 2000 as a Texas Corporation and is a 100% El Paso owned and operated independent staffing agency. Our firm specializes in temporary staffing, temp to hire staffing, professional recruiting and on-site management. We supply interim and direct hire staff to companies in varying industries from mid-size businesses to Fortune 500 companies.
The Job Connection has a number of satisfied clients and candidates. Our key personnel have over 70 years combined staffing industry experience and are committed to delivering quality customer service and support that their clients have come to expect.

Company Description

The Job Connection-Your employment Source. \r\nEOE/ NO FEE\r\nThe Job Connection was established in January 2000 as a Texas Corporation and is a 100% El Paso owned and operated independent staffing agency. Our firm specializes in temporary staffing, temp to hire staffing, professional recruiting and on-site management. We supply interim and direct hire staff to companies in varying industries from mid-size businesses to Fortune 500 companies. \r\nThe Job Connection has a number of satisfied clients and candidates. Our key personnel have over 70 years combined staffing industry experience and are committed to delivering quality customer service and support that their clients have come to expect.