Operations Manager

Inktel Contact Center • Miramar, FL, US

15 hours ago

Job type

Full-time

Job description

An excellent Call Center Manager must be an organized, reliable, and results-driven professional. They must have a practical mind to solve problems on the spot partnered with an ability to see the "big picture" and make improvements. As a call center manager, you must have excellent customer service and communication skills. The goal is to do everything possible to attain goals and achieve great results for our company.

Responsibilities

Develop objectives for the call center's day-to-day activities
Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.)
Collect and analyze call-center statistics (sales rates, costs, customer service metrics, etc.)
Assume responsibility for budgeting and tracking expenses
Hire, coach, and provide training to personnel to maintain high customer service standards
Monitor and improve ordering, telephone handling, and other procedures
Evaluate performance with key metrics (accuracy, call-waiting time, etc.)
Prepare reports for different departments or upper management

Skills

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

High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated

Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus

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Operation Manager • Miramar, FL, US