Operations Manager in Harlingen, TX at ACT

Date Posted: 8/12/2019

Job Snapshot

Job Description

Lead and direct a team of 3-4 supervisors and 50 call center customer service agents in inbound telecommunication call center.
Manage the overall direction, development, and performance of the department.
Maximize team performance through training, motivation, and incentive programs.
Set team performance standards and goals to meet revenue and call volume quotas.
Manage staffing levels and scheduling to optimize performance, including planning, assigning, and directing work.
Monitor program effectiveness and report on productivity to project leaders and clients.
Address customer and client complaints and resolve problems.
Interview, select and train new associates.
Complete team member performance appraisals.
Lead the reward and recognition programs for the team,
Develop and formally counsel employee performance and conduct.

3 to 5 years Call Center Management Experience overseeing front line supervision.
Mortgage/Financial Services Experience A Plus
Work in the outsourced call center environment essential.

Lead and direct a team of 3-4 supervisors and 50 call center customer service agents in inbound telecommunication call center.
Manage the overall direction, development, and performance of the department.
Maximize team performance through training, motivation, and incentive programs.
Set team performance standards and goals to meet revenue and call volume quotas.
Manage staffing levels and scheduling to optimize performance, including planning, assigning, and directing work.
Monitor program effectiveness and report on productivity to project leaders and clients.
Address customer and client complaints and resolve problems.
Interview, select and train new associates.
Complete team member performance appraisals.
Lead the reward and recognition programs for the team,
Develop and formally counsel employee performance and conduct.

3 to 5 years Call Center Management Experience overseeing front line supervision.
Mortgage/Financial Services Experience A Plus
Work in the outsourced call center environment essential.

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