Call Center Operations Manager in , LA at ACT

Date Posted: 6/25/2022

Job Snapshot

Job Description

Send all resumes directly to adannhardt@acttoday.com

Under the general direction of the Sr. VP, Operations, the Operations Manager leads and directs a team supervisors and of production associates performing customer support, product sales or collections services to meet company and client productivity, quality and revenue objectives for one of our Account Services Client. 

All areas of responsibility listed below are essential to the satisfactory performance of this position by any/all incumbents, with reasonable accommodation, if necessary. Any non-essential functions are assumed to be included in "other related duties as assigned"\:

Monitors associates real-time productivity to achieve production and revenue goals. 

Coaches and develops associates to improve quality, performance and productivity.  Develops and implements goals and action plans as needed. 

Addresses associate performance, conduct, and attendance issues by consistently applying company policies and practices for corrective counseling 

Motivates and rewards associates using company and client incentive programs to drive results and maximize performance.

Ensures associates adhere to company and client policies and standards.  

Assists in the development of call scripts and call handling strategies to improve performance. 

Tracks and reports the associates daily performance and productivity. 

Develops cross-training and call-handling procedures. 

Monitors and maintains work volume statistics.  

Monitors associate’s calls to ensure employee is meeting demeanor, accuracy, and conformity to company and client policies.   

Takes escalated customer calls. Answers questions and recommends corrective services to address customer complaints.  

Assists in determining work procedures, prepares work schedules, and expedites workflow.  

Maintains the attendance records for associates using the timekeeping system. Reviews attendance daily and edits as necessary to ensure an accurate payroll is processed.  

Addresses and resolves employee grievances under company guidelines and with assistance from human resources. 

Completes and presents associate’s annual performance appraisals. 

Conducts job candidate interviews and makes hiring decisions with assistance from HR.   

Directly supervises 10-25 employees in a call center production environment. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

  • High School Graduate/GED Equivalent.  College or related experience preferred.
  • Ability to plan coordinate and implement work without supervision
  • Ability to make sound decisions, often under pressure or within tight time constraints. 
  • Excellent communication skills – speaking, listening and written
  • Ability to multi-task
  • Strong knowledge of the recruiting function to include compliance guidelines
  • Ability to build effective relationships with clients, internal and external customers
  • High sense of urgency.
  • Results Driven
  • Must be with ACT for 6 months
  • High School Graduate/GED Equivalent.  College or related experience preferred.
  • Ability to plan coordinate and implement work without supervision
  • Ability to make sound decisions, often under pressure or within tight time constraints. 
  • Excellent communication skills – speaking, listening and written
  • Ability to multi-task
  • Strong knowledge of the recruiting function to include compliance guidelines
  • Ability to build effective relationships with clients, internal and external customers
  • High sense of urgency.
  • Results Driven
  • Must be with ACT for 6 months

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