What are the responsibilities and job description for the Call Center Operations Manager position at Ultimate?
Job Description
Responsibilities:
- Operations Management: Oversee daily operations with 8 direct reports, track KPIs, and implement productivity policies.
- Staffing: Forecast call volumes, schedule shifts, and manage workforce.
- Inventory: Maintain inventory records and submit reports.
- Scheduling: Use Salesforce for scheduling and resource allocation.
- CRM Management: Customize, train staff on, and manage Salesforce CRM for customer interactions and data analysis.
- ERP Management: Oversee SAP ERP processes, ensure accurate order processing, and train staff.
- Team Leadership: Lead and develop call center agents, conduct performance reviews, and resolve escalated issues.
- Continuous Improvement: Implement process improvements and stay updated on industry trends.
- Bachelor's degree or equivalent experience preferred.
- 5 years in call center management with Salesforce CRM and SAP ERP expertise.
- Valid passport for occasional international travel.
- Strong planning, problem-solving, and adaptability skills.
- Ability to travel (<5%) for business needs.
- Salesforce Trailblazer/Trailhead Ranger Rank or higher.
- Knowledge of SAP CRM.
- Expertise with telephone systems like MXIE.
- Field service dispatch experience is a plus.
- Pay: $80,000 - $85,000 annually bonus
- Schedule: 8:00 am - 5:00 pm, Monday to Friday.
- Location: 100% in-office in Eden Prairie, MN
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.
To apply please email your resume to mswayze@ultimatestaffing.com
Salary : $80,000 - $85,000
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