Greenville Operations Manager

Position Summary:

The Operations Manager oversees the daily performance of call center supervisors and their respective teams. This includes the analysis and review of the day-to-day operations, budget management, team development, and client satisfaction

Overall Responsibilities:

• Lead, manage and develop supervisors through interactions and motivation
• Foster a culture of team spirit and hospitality
• Highly visible and accessible to team via floor presence
• Perform supervisor duties as required
• Take care of administrative supervisor related functions
• Effectively manage attendance/absenteeism
• Attrition risk management (alert, communicate and mitigate any potential risk)
• Manage and deliver operational results in accordance with service delivery scorecard
• Recognize and advance Talent
• Drive the selection process for team members
• Own the end-to-end employee lifecycle for those assigned
• Drive process improvement by recognizing, communicating and acting on opportunities
• Embody and reinforce an Majorel-values-based culture
• Effectively and efficiently manage resources to optimize operational results
• Make decisions based on full awareness on direct operational cost and revenue implications
• Align and collaborate with other functional areas
• Ensure stakeholder communication and/or management

• Evaluate daily key performance indicators and develop improvement needs.
• Coordinates with leadership to interface with client and handle account management issues.
• Manages staff schedules in partnership with Workforce Management to ensure call-handling effectiveness to achieve client and company productivity goals.
• Continually evaluate Automatic Call Distributor and other reports for labor efficiency, service level commitments, and cost per call objectives.
• Conduct performance appraisals for direct reports.
• Establishes performance objectives for supervisors and direct reports.
• Conducts open forums and team meetings to communicate productivity and performance goals and to motivate employees.
• Interacts and consults with HR and Training on matters of recruiting, hiring and training, performance and employee relations issues.
• Demonstrate sound judgment and fairness when administering policies and procedures.
• Work with Quality Assurance and clients to meet quality standards.
• Achieve established production hours and revenue goals and minimize lost revenue opportunities by managing absenteeism, attrition, and production stoppages.

Job Requirements:

• Experience with forecasting/scheduling and related software packages.
• Proven ability to manage people, processes, and technology.
• Strategic thinker and tactical implementer.
• Experience in developing a team in a contact center site, while meeting all operational and financial objectives.
• Should possess senior management leadership abilities and skill, such as the ability to build teams and manage operational, organizational and financial elements. Demonstrated experience coaching and developing individuals.
• Ability to influence and motivate others.
• Superior written and verbal communication skills.
• Excellent leadership and developmental skills
• Demonstrated success managing new initiatives while meeting operating and budgetary requirements.
• Must have strong technical, project management, implementation and process improvement skills.
• General business acumen, including reporting and analysis, presentation skills, and organizational abilities.

Education/Experience:

• 5-7 years call center experience
• Minimum 3-5 years managing operations in a call center environment
• Bachelor’s degree in Business, Finance, Management or a related field or equivalent work experience.
• Experience in a leadership role in a large contact center setting with extensive client and senior management interface