Operations Manager

Description

Why work here: We are a rapidly growing business, great opportunity for career advancement. 

TAS United is a full-service call center with locations through the United States and San Juan Puerto Rico. We are currently seeking an experienced Operations Manager for our Puerto Rico office located in Guaynabo. The Operations Manager will lead our team members to better performance, improve service quality and inspire success. The Operations Manager will report directly to the Director of Operations and assist in establishing call center objectives, analyzing call data, with a focus on improving performance and processes. The ideal candidate should be observant and detail-oriented and possess excellent knowledge of the call center business. Call center management experience is required. The compensation package offered will reflect a highly competitive pay scale, appropriate with the standards seen in US call center operations management. Willing to relocate to Puerto Rico.

Responsibilities will include:

• Forecasting, scheduling, budgeting for the operations team.
• Communicating with call center supervisors to provide feedback about employee performance and coaching staff as needed.
• Providing leadership and management to all staff members in the call center to ensure that goals are met.
• Analyzing data for workforce management solutions and knowledge on budget vs staffing is essential.
• Creating bi-weekly schedules for multiple locations following forecasting trends
• Designing and implementing training programs for employees to ensure that they are equipped with the knowledge and skills necessary to perform their jobs effectively.
• Managing the flow of calls by overseeing the work of agents to ensure that customers are satisfied with the service they receive.
• Creating and maintaining a culture of excellence within the call center that inspires employees to do their best work.
• Monitoring agent performance to ensure that they are following procedure correctly and treating customers in a friendly, professional manner.
• Evaluating and improving call center operations by developing new policies and procedures, conducting audits, and making recommendations for change
• Hiring, training, scheduling, and managing a staff of agents who answer incoming calls from customers who have questions about products or services offered by a company.

Qualifications

• Must be fluent in English written and verbal.
• Must have FIVE (5) years of call center management experience.
• Must have THREE (3) years of experience with forecasting, scheduling, budgeting for an operations team of 200
• Strong knowledge of Microsoft productivity solutions
• Associate degree or equivalent work experience

• Experience with Workforce Management solutions.
• Experience with creating, developing, and managing training programs.

PLEASE ONLY APPLY IF YOU MEET OR EXCEED THE ABOVE QUALIFICATIONS.