Remote Operations Manager (Call Center)
New
T
TechOp Solutions InternationalContact Center Operations
United StatesFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- Minimum of six (6) years
- Required Skills
- Operations ManagementProcess improvement
Requirements
- Bachelor's degree from an accredited institution.
- Minimum of six (6) years of experience managing contact center operations, customer service operations, or a comparable operational environment.
- Demonstrated experience leading high-performing teams in a fast-paced, customer-focused environment.
- Experience managing operational performance metrics.
- Experience in workforce planning.
- Experience in service delivery.
- Experience in process improvement initiatives.
Responsibilities
- Manage the daily operations of a 24x7x365 contact center environment, ensuring service levels and performance objectives are consistently achieved.
- Provide leadership, direction, and oversight to supervisors and operational support staff.
- Ensure compliance with organizational policies, procedures, service standards, and contractual requirements.
- Oversee customer service operations, staffing, workforce utilization, scheduling, facility support, and operational readiness.
- Serve as the primary point of contact for operational escalations, service disruptions, and issue resolution.
- Collaborate with information technology teams during the planning, implementation, testing, and deployment of system enhancements and operational improvements.
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