1+ months

CAC Operations Manager, Call Center

Atlanta, GA 30308
JobTitle: CAC Operations Manager, Call Center
Job ID: 347377_en-us
Salary Range: 0.0- 0.0
Job Category: Customer Service
Employment type: Full Time

Position Description:
POSITION PURPOSE
The CAC Operations Manager - Call Center provides leadership to the contact center workforce and is actively engaged in managing teams to drive effective operations, associate engagement, associate development, and excellent customer service. The Operations Manager is responsible for driving the overall effectiveness of business unit goals for the Call Center, specifically Quality Assurance/ Process Improvement, Training / Knowledge Base, Workforce Management / Staffing and direct management of Production associates. The Operations Manager provides direction and ongoing management of the center to include driving operational metrics, expense control, and staffing. They will be actively involved in building customer service enhancements and process improvements. The incumbent is also responsible for leading and directing strategic initiatives that enable the center to continue meeting/exceeding KPIs. Responsible for driving and maintaining elevated performance and profitability through lead performance, project work and technology enhancements to increase productivity. Must develop recommendations, prioritize issues and develop solutions by meeting and working with a diverse group of people. Acts as the point person for Supervisors and acts as the primary point of contact in the Senior Manager, Call Center Operations absence.

MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES
25% - Effective Leadership: Provide effective leadership, associate development and engagement, and lead a team that drives call center performance towards achievement of quality standards and performance metrics.
25% - Strategy: Identify and address performance deficiencies by developing and executing performance improvement plans, training and coaching strategies
20% - Performance Management: Provide actionable insight to business partners and Senior Manager, Call Center Operations on customer trends and opportunities to drive lead improvement. Will be responsible for executing recommended solutions. Ensure priorities align with objectives and goals.
20% - Process Improvement: Analyze data to identify and implement process improvements which seek to increase associate efficiency and effectiveness. This may involve project work and technology improvements.
10% - Staffing: Responsible for appropriate selection, termination, performance management, and professional development of staff.

NATURE AND SCOPE
This position reports to the Sr. Manager.
This position has 0 direct reports.

ENVIRONMENTAL JOB REQUIREMENTS
Environment:
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Travel:
Typically requires overnight travel 0% to 10% of the time.

Categories

Posted: 2020-01-16 Expires: 2020-03-15

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