Call Center Operations Manager Resume Samples

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T Will

Theodora

Will

66115 Alfreda Freeway

New York

+1 (555) 372 5895

66115 Alfreda Freeway

New York

Phone

p +1 (555) 372 5895

Experience Experience

Phoenix, AZ

Call Center Operations Manager

Phoenix, AZ

Renner-West

Phoenix, AZ

Call Center Operations Manager

Create, perform and deliver reports / analysis and make recommendations for improvement – Operational Excellence
Drives operational performance to improve customer satisfaction through effective forecasting, staff planning and workforce optimization
Direct the employees and work to develop high performing teams and leaders
Analyze and track team’s performance against defined metrics and drive continuous process improvement
Oversee a team of technicians performing quality reviews of all call center personnel including but not limited to pharmacists, dieticians, and social workers
Assist, facilitate and support Recruitment with the interview and selection process for attrition and projects (Open Enrollment or Specialty Call Center Work)
Develop and drive improvement initiatives

Chicago, IL

Call Center, Operations Manager

Chicago, IL

Nitzsche LLC

Chicago, IL

Call Center, Operations Manager

Prepares call center performance reports by collecting, analyzing, and summarizing data and trends
Maintenance programs; calling for repairs; evaluating and implementing upgrades
Planning and controlling implementations
Manage and develop a team of 7-10 Team Leads / Supervisors
Review operational reports with the Global Director of Operations on a regular basis and provide guidance to the team regarding future performance in order to continuously improve results
Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs
Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies

present

Boston, MA

Senior Retention Call Center Operations Manager

Boston, MA

Metz-Stokes

present

Boston, MA

Senior Retention Call Center Operations Manager

present

Run day-to-day management of and serve as primary point of contact for outsourced partners
Exceed saves targets for both rate and volume on a monthly and annual basis
Lead ethically and with integrity while managing high stress of sales floor
Drive Retention efforts with focus on exceeding subscriber and revenue targets
Focus on all key metrics in the call center environment including: sales conversion, third party verification saves, member satisfaction index, issue resolution, registration rate, cancel rate, service level, occupancy, and average handle time
Effectively navigate operational roadblocks in a highly competitive outsourced environment
Ensure proper business practices are followed and aligned with legal and regulatory guidelines

Education Education

Bachelor’s Degree in Engineering

Cornell University

Bachelor’s Degree in Engineering

Skills Skills

Provide excellent customer service and present a professional demeanor and appearance
Strong attention to detail
Knowledge of windows-based computer operating systems and functional knowledge of word processing, spreadsheet and presentation software
ASFPM Certified Floodplain Manager (CFM) or demonstrated strong knowledge of floodplain management
Ability to perform in a sales oriented, goal driven call center environment
Solid understanding of the economics related to the origination, sale and servicing of residential mortgage loans
Solid understanding of the risk elements related to the origination, sale and servicing of residential mortgage loans
Ability to analyze and interpret financial data
Professional written, verbal and interpersonal skills
Ability to handle multiple tasks accurately and effectively

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13 Call Center Operations Manager resume templates

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Call Center Operations Manager Resume Examples & Samples

40%: Operational – ensuring that key mandates for process and policy are consistently applied throughout the business line – early stage, account management stage and end stage. The incumbent owns the systems and workflows for the business line account management stage to ensure that they are appropriately aligned to support the effective and efficient management of accounts and that they support the adherence to policy and process mandates
5%: Cross functional – ensuring positive and productive interfaces across consumer collections specialty and support functions. The incumbent is responsible for ensuring that system and workflow interfaces with early stage and end stage specialty and support functions within Consumer Collections are working appropriately
30%: Reporting – the incumbent is responsible for developing, maintaining and distributing reporting that informs management of adherence to policy and process mandates and key performance metrics
3-5 years consumer collections or operational experience. Bachelors degree preferred but can be mitigated by experience. At BMO Harris Bank, we have been helping our customers and communities for over 130 years. Working with us means being part of a team of talented, passionate individuals with a shared focus on working together to deliver great customer experiences. We stand behind your success with the support you need to turn your potential into performance

Senior Retention Call Center Operations Manager Resume Examples & Samples

Drive Retention efforts with focus on exceeding subscriber and revenue targets
Effectively navigate operational roadblocks in a highly competitive outsourced environment
Exceed saves targets for both rate and volume on a monthly and annual basis
Run day-to-day management of and serve as primary point of contact for outsourced partners
Execute staffing requirements in line with volume fluctuations
Customize incentive programs to drive results
Critical analysis of call drivers leading to changes in process flows that improve the member experience and lead to increase sales and revenue attainment
Focus on all key metrics in the call center environment including: sales conversion, third party verification saves, member satisfaction index, issue resolution, registration rate, cancel rate, service level, occupancy, and average handle time
Work with internal quality team to ensure the best customer experience by focusing on process adherence, soft skills strengths, and proper tool usage
Ensure proper business practices are followed and aligned with legal and regulatory guidelines
Lead ethically and with integrity while managing high stress of sales floor
Drive accountability through KPI attainment and close collaboration on action plans
Identify gaps at the agent level impeding sales efforts and create appropriate training plan to address and improve
Manage vendor relationship and accountability through weekly/monthly/quarterly business reviews

Call Center Operations Manager Resume Examples & Samples

Manage a team and demonstrate excellent communication, inclusiveness and collaboration skills
Provide leadership, direction, training and guidance to associates
Lead by example and support Williams-Sonoma, Inc.’s Mission, Vision and Core Values
Manage the productivity, accuracy and efficiency of the distribution staff
Meet all required metrics and setting new standards as the operation progresses
Drive continuous improvement and customer service
Manage third party relationships with the delivery provider and all performance metrics of the operation
Develop plans and execute successfully to ensure KPI’s (Key Performance Indicators) are met pertaining to safety, service, cost and inventory integrity
Maintain associate records including attendance and performance
Requires a considerable level of independence to accomplish objectives and project
Must have the ability to hold self and others accountable in a fast paced distribution or manufacturing environment
Assist with senior management in the design implementation and project rollouts
BA or BS (Logistics, Transportation, or Business Admin preferred) and 3-5 years of management experience, with 1 year experience managing a third party provider
Proficiency in MS Office applications
Strong customer service background, preferably with routing or scheduling experience
Proven experience managing to meet P&L and KPIs goals
Self-starter that can excel in a satellite operation
Experience with "White Glove" home delivery and knowledge of Dallas and the surrounding areas are ideal

Call Center Operations Manager Resume Examples & Samples

Manage projects throughout life cycle from identification of problem through execution of solution
Ensure that there is a clear focus on providing great customer service on every transaction
Ensure that all direct reports have the resources, information and time to properly perform their duties
Set clear, challenging but attainable goals for each direct report
Ensure that quality is embedded in all products, services and processes
Ensure that the appropriate quality control systems and processes are in place in the origination of loans
Report operating results to senior management
Encourage diversity within the organization
Demonstrate professionalism and integrity in all actions and behaviors
Experience in strategic planning and execution
5 years of direct, senior level leadership experience in a mid- to large-size residential mortgage banking business
Knowledge in contracting, negotiating, and change management
Skill in examining and re-engineering operations and procedures
Experience in formulating policy, and developing and implementing new strategies and procedures
Solid understanding of the economics related to the origination, sale and servicing of residential mortgage loans
Solid understanding of the risk elements related to the origination, sale and servicing of residential mortgage loans
Professional written, verbal and interpersonal skills

Call Center Operations Manager Resume Examples & Samples

Lead day-to-day management of Tactical Operations team and report back to senior management the high severity issues for the day
Communicate in business terms to internal and external stakeholders, issue notifications, updates and resolutions
Analyze and track team’s performance against defined metrics and drive continuous process improvement
Serve as primary escalation point for potential impactful issues and outages
Drive compliance against Standard Operating Procedures and general Rules of Engagement
Monitor and analyze call patterns, intra- and inter-day activity and make adjustments as needed in real time to ensure optimal productivity and efficiency
Create proper contingency plans to ensure that staffing remains as constant as possible in the event of an emergency
Prepare and disseminate timely and accurate reports to operations management and clients
Must have a minimum of 5 years call center industry experience - Technical Support Call Center experience strongly prefered
Prior experience in call center management role reporting daily analytics and escalations to senior management preferred
2 years of Workforce management experience preferred
Ability to create reports and utilize data to drive results
Superior verbal and written skills

Call Center Operations Manager Resume Examples & Samples

Manages on-going departmental activities to ensure increasing efficiency of systems and necessary development of call center infrastructure to support business needs and produce high quality results to meet service goals
Manages the coordination with Information Systems and other internal areas within the call center to design, test and implement system enhancements to support projects and other system initiatives
Manages call volume forecasting and recommended staffing requirements to meet projected call volume and service level goals
Manages centralized reporting of call center performance statistics to include exception reporting
Consults with other BB&T call centers to determine feasibility of utilizing call center technology across various business units
Manages system changes needed to support mergers to include routing and application and IVR enhancements. Forecasts staff, systems, equipment and facilities
Serves as liaison with call center vendors in reviewing new technology, coordinating upgrades and maintaining support plans
Plans and develops departmental budgets in accordance with established guidelines; administers compliance to meet budgetary goals and negotiates changes as required
Makes recommendations for assigned personnel regarding employment, career development, performance evaluations, salary changes, promotions, transfers and terminations within established policies and guidelines
Develops and maintains call center business recovery plan
Bachelor's degree in a business or technical related field or equivalent education and related training
Five years of systems operations and/or banking experience
Proficiency with BB&T's banking systems
Proficiency with call center applications
Strong computer and technical skills

Senior Call Center Operations Manager Resume Examples & Samples

Must have a minimum of 5-10 years call center industry experience - Technical Support Call Center experience strongly preferred
Prior experience in a call center vendor management role preferred
Ability to think both tactically and strategically in addressing customer support solutions
Experience supporting remote and international teams
Ability to work efficiently in a high demand, team oriented, and fast-paced environment
Solid problem-solving skills and excellent Management skills
Ability to work outside standard US business hours and days
BS/BA degree

Call Center Operations Manager Resume Examples & Samples

Bachelor's (undergraduate) or Master's (graduate) degree in Engineering, Operations Management, Business or related discipline
Strong leader skills with previous experience leading a contact center operations. The ideal candidate will have held a position such as site director
Strong process engineering experience and training
In depth knowledge and experience in process and quality improvement; Six Sigma Black Belt preferred
Strong understanding of customer satisfaction survey methods
7+ years cross-functional or system-related project management experience
5+ years experience with service and support contact center operations including experience as a senior manager within the Manila BPO industry
In-depth knowledge and experience utilizing structured project management methodology; PMP Certification preferred
Leadership skills and proactive approach
Ability to work with and understand a complex ecosystem of organizations and functions — leveraging the strength of a cross-functional, matrix organization
Broad knowledge of customer support industry and future trends
Excellent communication, negotiation and influencing skills
Ability to work with a minimum of direct supervision or guidance from others
Demonstrated business analysis skills
Interpersonal sensitivity and responsiveness to customers
Demonstrated ability to work with and lead remote and virtual teams
Fluency in English, both written and verbal

Call Center Operations Manager Resume Examples & Samples

Confident and strong knowledge around the product, pricing, procedures, and promotions, and CS System
Partner with support departments both domestic and global to develop implement best solutions
Proactively identify issues and opportunities to improve the operational efficiency
Achieve the operational KPI’s that are established in the client contracts as well as internal goals
Provide customer intelligence to all stakeholders of the business
Understand and manage profitability measures and drivers
Direct the employees and work to develop high performing teams and leaders
Create and maximize relationships with internal and external partners
Publish regular reports to all stakeholders
Continuous improvement of processes and procedures for the program
Communicate with customers in a professional manner
Comply with all security and confidentiality regulations of the company
Lead, coach and develop exempt-level direct report employees
Oversee day to day call center activities in multiple call center programs, several of which are governed by contracts with varying terms and SLA’s
Partner with internal stakeholders to identify and solve for gaps and/or continuous improvement opportunities in the business
Ensure policies and procedures are consistently applied across multiple sites
Call center experience, ideally in a leadership role. BPO experience highly desired
Skilled at change management
Minimum of three years in a leadership role/position or proven leadership experience
Bachelor’s degree or relevant work experience
Strong Project Management skills
Ability to perform in a sales oriented, goal driven call center environment
Must be comfortable using retention strategies to sell and upsell customers
Basic computer skills, including Windows based software and internet browsing
Ability to meet and exceed production goals and standards
Ability to work in a high energy, fast paced environment
Must be able to successfully pass our post-offer, pre-employment background screen, which will include a credit check, criminal background, previous employment, education and drug screen

Call Center Operations Manager Resume Examples & Samples

Drive the growth of revenue and profitability and deliver improved, quantifiable results in individual and team performance
Work with director to manage all aspects of lead generation, development and conversion and to implement programs and processes that will enhance profitability to the team
Create and foster an environment that promotes team effectiveness, cooperation, motivation, collaboration, inclusiveness and professional growth
Responsible for the supervision, coaching, training and leadership of staff
Analyze program results and identify opportunities for increased performance while
Heavy interaction with Client, Operations,Broker Services, account management and assigned team within a multi-shift environment
Counsels to ensure escalated issues are handled appropriately to department standard operating procedures
Analyzes operational practices for process improvement opportunities
Maintain and monitor performance, production, attendance and punctuality of staff
Develop reports as needed to track results
Ability to motivate and develop Senior Coordinators for succession planning
Inside sales experience
Service center technology, including Automated Call Distribution , Interactive Voice Response and Customer Relationship Management experience preferred
Extensive experience in service-center management
Experience with post-sales customer retention and churn reduction
Strong planning and organizational skills required
Financial aptitude
Proven track record of leading a large team of direct reports
Planning skills

Call Center, Operations Manager Resume Examples & Samples

Manage and develop a team of 7-10 Team Leads / Supervisors
Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews
Planning and controlling implementations
Review operational reports with the Global Director of Operations on a regular basis and provide guidance to the team regarding future performance in order to continuously improve results
Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. Conduct regular performance reviews and one-on-one meetings with direct reports to evaluate their performance against the department goals. Escalates issues appropriately
Meets call center financial objectives by estimating requirements; scheduling expenditures; analyzing variances; initiating corrective actions
Maintenance programs; calling for repairs; evaluating and implementing upgrades

Clinical Call Center Operations Manager Resume Examples & Samples

Manages day to day operations including: monitor call center performance metrics to ensure client service guarantees are met, ensuring clinical aspects of the clinical call center are accurate, and necessary guidelines are being followed
Responsible for all recruiting activities for clinical call center staffing, including establishing candidate requirements and compensation levels
Establish departmental performance standards for team performance including but not limited to productivity, quality, and attendance and provides regular feedback to team regarding their individual achievements
Manage client implementation process for the clinical call center, including hiring and training for new volume, implementing all client specific processes and coordinating with client and implementation teams on all clinical programs/services being implemented through the clinical call center
Supports, plans, and prepares for client site visits
Collaborate with team leaders to optimize operational processes and identify improvement opportunities to improve quality
Work with team leaders to develop plans and priorities that address / resolve operational challenges
Other duties as assigned by Sr. Director, Pharmacy Services - Clinical Call Center
This position is onsite in Schaumburg, Illinois
Registered pharmacist with current active pharmacist license required (Pharm D or B.S. degree is required)
At least 2 years of experience within an operations management role, preferably within retail pharmacy or clinical setting
Ability to recognize the needs of the staff, heighten morale, and promote team engagement
Ability to understand what style of conflict resolution is best suited for a particular situation
Ability to determine the needs of each individual team member and assist them in achieving set goals
Proficiency with Excel and PowerPoint
Highly motivated and self-directed with the ability to motivate the team
Ability to interact cross functionally within the organization, assess various viewpoints and arrive at a solution that best meets organizational needs
Excellent time management, organizational, and prioritization skills and ability to balance multiple priorities
Ability to effectively present information and respond to questions from groups of associates, managers, senior leadership, and clients
Adaptable and able to move with change, while maintaining a positive attitude and a strong role model for the team
Willing to work flexible hours in a fast paced environment
Prior PBM experience
Prior experience managing client and / or regulatory required reporting processes
Exposure, or experience with, LEAN six sigma management practices

Call Center Operations Manager Resume Examples & Samples

Provide leadership for centralized phone operations, including appointment scheduling and coordination with medical advice
Assures members receive appropriate, accessible primary care and specialty services through the appointment making and advice process
Manage service level to meet goals of 80% calls answered in 60 seconds or less and an average speed of answer of one minute or less. Partner with learning and development to achieve a 95% quality score
Achieve member and patient satisfaction in accord with regional goals and standards
Develop and maintain a competent and professional staff in a culture which maximizes a sense of staff having influence over their work in accord with regional goals for People Pulse. Create safe and secure environment where harassment is not tolerated. Foster environment that encourages and supports influence and involvement at all levels
Budgetary accountability for operating plans and outcomes that support operational goals and objectives
Supports implementation of the Region's strategic plan achieving targeted measures of success; actively support and participate in cross-functional planning&quality measurement activities
Regulatory and accrediting agencies - inspections, compliance reviews and surveys as needed
Demonstrate the ability to organize, deploy and motivate diverse project teams
Manage multiple projects simultaneously
Collaborate with key physician leaders and key stakeholders including Chiefs and Department Administrators of Call Center/After Hours Care, Internal Medicine, Pediatrics, OB/Gyn, Behavioral Health, Specialties and Ancillaries
Provide leadership to handle crisis situations, maintain calm solution oriented approach when responding to emergency situations and our calls
Participate and co-chair on Labor Management Partnership teams
Participate on Inter-regional teams and site visits
Function in the role of Call Center Director in their absence
Minimum ten (10) years of management and supervisory experience to include involvement with significant volume in phone
Minimum five (5) years of interpreting or using quantitative reports to measure and evaluate department and individual performance
Minimum two (2) years using call routing, IVR or CRM related technology to manage goals and targets
Minimum three (3) years of health care management experience preferred
Minimum three (3) years of experience managing supervisors and teams with ten (10) plus members preferred
Demonstrated experience in broad change leadership preferred
Master's degree in business administration, health care administration or related field preferred

Call Center Operations Manager Resume Examples & Samples

CCOM will be responsible for the day to day operations of pharmacy technicians and quality oversight for all of Clinical Operations and will serve as a SME for the application system
Responsible for the communication for the call center operations
Engages with leaders on the pharmacy team to identify opportunities for workflow enhancements
Will maintain multiple project plans at a time and ensure the sustainability of all programs
Maintain reporting on call center performance through daily forecasting
Oversee a team of technicians performing quality reviews of all call center personnel including but not limited to pharmacists, dieticians, and social workers
Will support quality initiatives across the organization as well as Develops and implements strategies and quality initiatives as needed to develop and support the business
Responsible for maintaining the operational integrity of the call center
5+ year experience managing a call center
Prior experience managing pharmacy technicians
Prior experience with workforce management
Prior experience forecasting staffing allocations to meet business needs
Prior MTM call center Experience
Prior Sales Experience
Prior Experience recruiting for a building a large team
Prior experience training staff and performing quality assurance reviews
Excellent written and verbal communication and relationship building skills
Ability to work independently, as well as a member of a team
Proficient with Microsoft Word, Excel, Outlook, PowerPoint, Visio
Prior Experience with business development
Prior Experience with telecom enhancements
Prior Experience with data analytics

Experienced French Call Center Operations Manager Resume Examples & Samples

Operational management - ideally in an outsourcing context
Time management, self-motivation and the ability to work on your own initiative
Inspiring people, interpreting visions and translating them into operational reality
Achieving service excellence, monitoring organizational metrics and undertaking performance reviews to be reported to our client
Promoting a culture of open and honest communication and an environment that encourages team spirit

Call Center Operations Manager Resume Examples & Samples

Work with client to determine contact center and other service operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; and defining user requirements and productivity, quality, and customer-service standards
Maintain and improve contact center and other service operations and enhance customer satisfaction by monitoring overall system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing process improvement and quality assurance programs
Identify and implement enhancements that improve customer experience and improve integration with other contact centers
Build and maintain a high performing team; identify and fill staffing needs, assess staff performance, and address issues; administer scheduling systems; and communicate job expectations
Understand, enforce, and update the contact center and other service operations policy and procedures
Prepare contact center and other service function performance reports by collecting, analyzing, and summarizing data and trends
Monitor and manage quality assurance of customer facing products and services
Develop and drive improvement initiatives
Communicate effectively with internal and external customers
Define and implement processes to ensure timely and accurate responses to stakeholder inquiries and requests for data
Direct subcontractors and monitor their compliance with contractual commitments
Provide inputs for white papers and proposals
Provide accurate, concise reporting
NOTE: This position can be based out of Gaithersburg, MD or Alexandria, VA
Requires a BA/BS or equivalent experience and 8+ years of prior relevant experience or Masters with 6+ years of prior relevant experience. Generally has 4+ years of experience supervising or leading teams or projects
Minimum of three years of experience in a call center leadership role simultaneously supporting multiple clients from the same call center; and at least one year of experience managing call center supervisors
Demonstrated knowledge and experience in the areas of flood insurance and flood mapping
Competency using MS Project and MS Word, Excel, and PowerPoint
Experience presenting briefings to senior customer management, customer stakeholders, and company management
Experience in managing contact center consolidation
ASFPM Certified Floodplain Manager (CFM) or demonstrated strong knowledge of floodplain management

Senior Call Center Operations Manager Resume Examples & Samples

Bachelors degree from an accredited university or college with major course work in business, marketing, communications, retail management or equivalent work experience
Extensive experience in management and operations management in a customer service or call center environment
Strong organizational and strategic planning skills
Client advocate with strong customer service skills
Ability to coach and develop program management to drive program performance
Flexibility and versatility in problem analysis and resolution requiring attention to detail
Ability to communicate across functional lines
Ability to analyze and interpret qualitative and quantitative data
Excellent interpersonal, written and oral communications and organizational skills

Call Center Operations Manager Resume Examples & Samples

Strong understanding of TeleTech’s business, core values, and goals
Ability to manage multiple, complex, on‐going tasks and projects
Strong analytical, verbal and written communications skills
Technology acumen and reporting
Strong coaching skills

Call Center Operations Manager Resume Examples & Samples

Determines contact center operational strategies by conducting needs assessments, benchmarking, capacity planning and cost/benefit analyses
Identifies and evaluates emerging technologies; defining business requirements, establishing technical specifications, productivity, quality, and customer-service standards; contributing information and analysis to inform organizational strategic plans
Supports contact center systems and implements technology projects to deliver better customer and user experiences including voice/data networks, voice response systems, chat/email platform, online self-service tools, computer telephony integration, workforce management, order management
Maintains and improves contact center operations by monitoring system performance, identifying and resolving problems, preparing and completing appropriate action plans, completing system audits and analyses, managing system, process improvement and quality assurance programs and installing upgrades as needed
Drives operational performance to improve customer satisfaction through effective forecasting, staff planning and workforce optimization
Supports talent acquisition, employee development and retention utilizing industry and company best practices for recruiting, onboarding, training, and ongoing performance management. Sets clear expectations, providing ongoing coaching and enforcing policies and procedures
Leads planning and budget process to ensure all financial objectives are met through effective planning, budget modeling and preparation, staffing and scheduling
Responsible for creating and delivering contact enter performance reports; collecting, analyzing, and summarizing data, identifying trends and creating appropriate action plans
Maintains equipment by evaluating and installing new hardware as needed, developing preventive maintenance programs, following up on repairs, evaluating and implementing upgrades
Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies

Call Center Operations Manager Resume Examples & Samples

Sees new assigned tasks as challenges and opportunities to learn more
Shares ideas/suggestions with peers and supervisors
Shows pro-active behavior
Interacts and communicates with other staff/departments mainly about job related issues
Is willing to help others
Is courteous and responsive
Develop, implement, enforce and make decisions on established policies and procedures
Maintain, train, orient, mentor and evaluate department staff
Identify problem employees and correct personnel problems

Call Center Operations Manager Resume Examples & Samples

The company vision, values and culture are understood, communicated and positively promoted
Define and publish staff schedules based on service demand and in accordance with collective agreements
Ensures excellent, on-time service for paratransit service to the elderly and disabled
Participate in and advise senior management regarding strategies and relationships
Ensures all safety regulations are being observed and all training methods are adequate and effective
Organize and coordinate call center training programs for new hires and refresher customer service training programs
Assigns work duties to qualified employees to ensure adequate coverage of all shifts
Monitor all agents to ensure timely communication of passenger cancellations or changes as required
Provides coverage during peak service times and during employee shortages
Maximize wage to revenue percentages and minimize non-revenue and OT wages
Define and publish driver schedules based on service demand and in accordance with collective agreements
Knowledge of windows-based computer operating systems and functional knowledge of word processing, spreadsheet and presentation software
Ability to read, write and speak English
Able to use multi-line phone system
Ability to handle multiple tasks accurately and effectively
Ability to work independently and objectively
Provide excellent customer service and present a professional demeanor and appearance

Call Center Operations Manager Resume Examples & Samples

Work directly with the Call Center Director to ensure all daily, weekly and monthly operational goals and Key Performance Indicators are achieved
Continuously assess Call Center volume and prioritize allocation of resources to meet needs
Work with Team Supervisors to ensure escalated cases and call backs are completed
Redirect resources when necessary to cover gaps; partnering with WFM
Participate and lead business continuity activities (DR and Weather Events)
Develop and maintain a relationship with Client Management team
Partner with the Call Center leadership team to ensure all aspects of Call Center operational effectiveness is consistent with organizational goals
Supervise and work closely with Team Supervisors to monitor performance and resolve operational issues
Collaborate with leaders to make timely, accurate and appropriate decisions – business as usual, annual enrollment and other project work
Coordinate and facilitate staff meetings as well as daily interaction, coaching and motivating of direct reports
Provide high-level customer service and collaborate with Team Supervisors to resolve complex / escalated customer concerns
Work closely with Human Resources and the Team Supervisors regarding disciplinary action, coaching, administering policies and team member activities
Assist, facilitate and support Recruitment with the interview and selection process for attrition and projects (Open Enrollment or Specialty Call Center Work)
Create, perform and deliver reports / analysis and make recommendations for improvement – Operational Excellence
Complete special projects and perform other duties as needed
Call Center Operations
Benefits (HW, DB, DC)
Intermediate experience with MS Word and MS Excel, required
Experience in RKS or BA7, preferred