Call Center Operations Manager
Chronos Consulting (www.chronosconsulting.com, www.chronossystems.com, www.coberon.com) is part of the Chronos Group, an award winning global leader in temporary staffing, permanent recruitment and nearshore software outsourcing for the global Fortune 1000. The Group owns and operates 41 offices worldwide.
Chronos Consulting’s client is a global B2B service organization with over 70,000 employees worldwide. We are seeking a Call Center Manager to manage and direct call center employees to ensure service & client satisfaction. This individual will have overall responsibility for all aspects of call center operations, including supervisors and agents performance, inbound/outbound dialer management, quality control, continuos improvement and operational efficiency enhancement. You will be working closely with the Dispatch Department, Business Line Managers and Key Account Managers.
Reporting to Vice President of Operations
Maintains proper appointment scheduling staffing levels to ensure productivity stats while meeting or exceeding client key performance indicators.
Trains and mentors direct reports to ensure efficient operations.
Drives objectives by managing internal and external relationships and establishing themselves as the point person within the operations process.
Audits and observes supervisors to ensure coaching is effectively provided and documented.
Demonstrates leadership abilities with business units using appropriate influencing and consensus building skills to manage internal expectations.
Ensures call volume forecasted is met on an hourly, daily, weekly, and monthly basis.
Ensures client KPI’s are met or exceeded.
Measures, reports and communicates service level goal attainment on a daily, weekly, and monthly basis for individuals, groups and the call center overall.
Ensures accurate and timely communication of client issues to and from the teams.
Participates in team meetings, joint calls, and client call monitor sessions.
Ensure on-going maintenance and upkeep of assigned call center.
Ensures maximum productivity by maximizing on-phone time for all specialists to include acceptable non-productive levels.
Bachelor’s Degree from a four year college or university or an equivalent combination of education and related experience is required.
Minimum of 5 years related experience is required. ( Call Center Management experience)
At least 3 years in a Supervisor role is required.
At least one year of experience in a client facing role is required.
Analytical, self-starter, with initiative
Previous experience with in a blended (inbound/outbound) call center environment is strongly preferred.
Previous experience with a predictive dialer in a call center environment is strongly preferred.
Travel to client meetings ( as needed)
Reference Number: UnPr58988
Industry Category: Professional Services
Preferred Degree: Bachelors
Job Type: Full Time
Job Country: United States of America
First Job Location: Ohio, Columbus 43085
Experience (Years): 6-8