Operations Manager - Call Center

Job Purpose

The Operations Manager - Call Center will ensure that the department is consistently providing quality service to all customers. The Operations Manager - Call Center will consistently explore opportunities to improve efficiencies and the overall productivity.

Duties And Responsibilities

• Resolves escalated customer service issues by working closely with the supervisor and customer service representative. Initiates cross-departmental communication and coordination to escalate and resolve customer issues
• Monitors calls to observe customer service representatives’ demeanor, technical accuracy, and conformity to company policies; provides feedback as needed
• Determines, monitors and analyzes productivity levels of customer service team
• Motivates the team, drives morale, provides coaching and assistance to call center agents on an ongoing basis
• Implements new working procedures in the operation process...