Call Center Operations Manager jobs in the United States

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Call Center Manager (Overnight)
  • Call the Car
  • Diamond, CA FULL_TIME
  • BASIC JOB PURPOSE: The Call Center Manager is responsible for managing and directing all aspects of an inbound call center; implementing and reviewing contact center procedures and policies to serve the customers by delivering a high standard, efficient customer service. This position will work closely with other managers to strategize on new and existing projects and to act as a liaison with different departments to collect information and resolve issues.

    SUPERVISION RECEIVED: Reports directly to the VP of Contracting

    TYPICAL WORKING CONDITIONS: Office environment. May require evening and/or weekend work. Working under stress. The position requires long periods of sitting, standing, kneeling, bending, and lifting at least 25 lbs.

    RESPONSIBILITIES/DUTIES:

    1. Manage daily call center activities to ensure a culture of professionalism, discipline and accountability.

    2. Monitors call queues to maintain and average speed of answer of 30 seconds or below and a shift abandonment rate of 3% or below.

    3. Develop effective call scripts for various clients to optimize call center productivity and minimize errors while meeting client requirements.

    4. Develop, implement and maintain performance metrics to ensure call center resources are meeting productivity objectives.

    5. Design, implement and maintain quality assurance processes to ensure agents maintain a high level of professionalism and customer service on the phone.

    6. Ensure all scheduling information and call notes are consistently and accurately maintained in the system.

    7. Managing, supervising, and coordinating the activities of call center professionals in providing telephone customer related services.

    8. Liaising with team leaders, supervisors, third parties, and operatives to collect information and resolve issues.

    9. Setting up and meeting performance goals and targets for speed, efficiency, and quality.

    10. Recording statistics, performance levels and user rates of the call center and preparing reports.

    11. Planning and maintaining staffing model based on business needs.

    12. Motivating, coaching, and retaining staff.

    13. Handling escalated customer inquiries or complaints.

    PERFORMANCE REQUIREMENTS

    **Must be available to work Monday-Friday, 4:00am-1:00pm**

    Knowledge, skills and abilities:

    1. Must pass a Criminal Background Screening.

    2. Must pass a Drug Screen.

    3. Must pass government exclusion list at time of hire and monthly thereafter.

    4. Bachelor’s degree preferred.

    5. Two (2) years of previous experience in Call Center leadership role.

    6. Healthcare experience a plus, but not required.

    7. Familiarity with various PC & Mac Applications and software programs including but not limited to ADP, Microsoft Office (Word, Excel, Outlook, etc.), and SharePoint

    8. Experience with Avaya Call Center Solutions a plus.

    9. Excellent customer service skills.

    10. Ability to prioritize, multi-task and adapt to a fast-paced team-oriented environment.

    11. Ability to assist with training and training development

    12. Take high volume of inbound calls.

    13. Make high volume of outbound calls.

    14. Has attention to detail, planning and organizing.

    15. Availability to work any hours Weekdays, Weekends, Holidays.

    Job Type: Full-time

    Benefits:

    • Dental insurance
    • Health insurance
    • Paid time off
    • Vision insurance

    Schedule:

    • 8 hour shift
    • Holidays
    • Monday to Friday
    • Overtime
    • Weekends as needed

    Ability to Relocate:

    • Diamond Bar, CA 91765: Relocate before starting work (Preferred)

    Work Location: In person

  • 1 Month Ago

K
Operations Supervisor for High Volume Call Center
  • KG Call Center
  • Tampa, FL FULL_TIME
  • Operations Supervisor for High Volume Call Center Are you looking for a leadership position? Do you have call center experience? Do you want to help employees reach their full potential? If so, KGCCO ...
  • 1 Day Ago

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Supervisor, Call-Center (Operations)
  • Center (Operations) - Independence Blue Cross Careers
  • Philadelphia, PA FULL_TIME
  • Bring your drive for excellence, teamwork, and customer commitment to Independence. Join us as we renew and reimagine the future of health care. Together we will achieve our mission to enhance the hea...
  • 2 Days Ago

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Call Center Operations Manager
  • Majority
  • Miami, FL FULL_TIME
  • Team: Call Center Operations Manager We are looking for a skilled Call Center Operations Manager to support our Online Sales team in Miami. MAJORITY is a groundbreaking mobile banking service built fo...
  • 15 Days Ago

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Call Center Operations Manager
  • MCI Jobs
  • Las Cruces, NM FULL_TIME
  • POSITION OVERVIEW OPERATIONS MANAGER SUPPORTING COMMERCIAL AND PUBLIC SECTOR CLIENTS Our team is looking for experienced call center leaders to support commercial and public sector clients. Managers i...
  • 15 Days Ago

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Manager of Call Center Operations
  • Master's Transportation
  • Belton, MO FULL_TIME
  • Job DescriptionJob Description: We are searching for a Manager of Call Center Operations that is extremely detailed, exhibits a high sense of accountability for workload, and enjoys process improvemen...
  • 17 Days Ago

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FT Consumer Care Specialist - Work From Home
  • Freshpet
  • Leesburg, VA
  • [Customer Service / Fully Remote] - Anywhere in U.S. / Competitive pay / Medical, dental & vision / 401k match / PTO - A...
  • 7/24/2024 12:00:00 AM

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Customer Service Representative - NOVA Metro Washington DC
  • GTSC Talent Solutions
  • Fairfax, VA
  • Job Description USParalog is looking to enhance our Customer Service Team! Interested? Read on... The Customer Service R...
  • 7/24/2024 12:00:00 AM

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FT Consumer Care Specialist - Work From Home
  • Freshpet
  • Gaithersburg, MD
  • [Customer Service / Fully Remote] - Anywhere in U.S. / Competitive pay / Medical, dental & vision / 401k match / PTO - A...
  • 7/24/2024 12:00:00 AM

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Customer Care Specialist
  • J. Spargo & Assoc
  • Fairfax, VA
  • Customer Care Specialist Hybrid WFH in Fairfax, VA 22030 | Currently - 2 days in office - 3 days remote SPARGO, Inc. is ...
  • 7/23/2024 12:00:00 AM

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Office Service Representative II
  • Canon Business Process Services
  • Leesburg, VA
  • Overview Under general supervision, is responsible for all mail, packages and interoffice correspondence handling and di...
  • 7/23/2024 12:00:00 AM

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Customer Center Representative
  • Marathon TS
  • Sterling, VA
  • Job Description Job Description Call Center Customer Service Representative Fully Remote Come join a company that strive...
  • 7/22/2024 12:00:00 AM

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Cooling Field Service Representative
  • Schneider Electric
  • Leesburg, VA
  • Great people make Schneider Electric a great company. Schneider's Field Service Representatives play an impactful role w...
  • 7/22/2024 12:00:00 AM

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Patient Service Coordinator
  • Medstar Research Institute
  • Potomac, MD
  • Per Diem Urgent Care - Potomac 350 Fortune Terrace D Support and Patient Services - Non-Clinical Day / Evening Shift wit...
  • 7/20/2024 12:00:00 AM

Income Estimation for Call Center Operations Manager jobs
$68,870 to $84,929