Call Center Operation Manager

We are currently seeking a Call Center Operations Manager to join our dynamic team in the Farmers Branch TX Area as part of the Air Solutions Sales Team!

Call Center Operations Manager Job Responsibilities:

Serves customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff.

Principal Role & Responsibilities:

• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
• 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; installing upgrades.
• Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, 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.
• Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.  Works with other teams and departments in creating, sharing, identifying, and sharing data that lead to actionable opportunities for continuous improvement.
• 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.
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Call Center Operations Manager Skills:

Customer Focus, Customer Service, Verbal Communication, Informing Others, Process Improvement, Problem Solving, People Skills, Teamwork, People Management, Managing Processes, Emphasizing Excellence

Qualifications:

• Bachelor's Degree / Master’s Degree
• 10 years’  experience  leading a Technical Support team consisting of Call Center reps and 2nd & 3rd Level technical specialists
• Knowledge and expertise in commercial HVAC preferably VFR equipment and associated technology
• Track record of innovation in Customer Service functions
• Strong math and analytics skills with structured problem solving skills
• Strong detail orientation and organization skills
• Collaborative problem-solver
• Excellent computer skills. Proficiency in PowerPoint, Excel, Word and other standard computer applications
• Strong written and verbal communication skills to interact with various levels of organization and c customers
• Proven ability to manage multiple projects and tasks simultaneously

LG Electronics, USA Inc.; LG Mobilecomm USA, Inc., LG Mobile Research USA LLC, and Zenith Electronics LLC provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.  Further, the Company takes affirmative action to ensure that applicants are employed and employees are treated during employment without regard to any of these characteristics.