The Operations Manager will lead a team of Call Center Supervisors by providing them with direction, support and career development. The position is responsible for improving customer satisfaction and the productivity and performance of Customer Service Representatives. The Operations Manager will also improve team member satisfaction resulting in the retention of Call Center Supervisors and Customer Service Representatives.

Experience

• Minimum of 5-8 years call center experience required, with at least 3-5 years at the manager level
• 2-3 years directly managing call center supervisors
• Proven and demonstrable leadership, management, and motivational skills
• Non-negotiable experience with Sales (Telco preferred), call center technology, including ACD, workforce management agent productivity tools, and quality management tools.
• Proficiency using MS office suite