Call Center Operations Manager
Posted On: May 7, 2024
Location: Highland Park, Michigan, US
Company: Qualfon
Location: Detroit, MI Metro Area (On-site presence required)
Are you responsible, eager to provide exceptional customer service, and ready to support and service a large Fortune 500 company?
We have an exciting opportunity for you! This role demands a flexible schedule, including Saturdays.
Key Responsibilities:
The Operations Manager will play a critical role in ensuring that our customer center remains customer centric. He/she will be responsible for managing operations to meet client-defined metrics, focusing on client satisfaction and exceeding expectations in areas such as:
- Scorecard (Client)
- Quality
- Adherence
- Turn Times
- Throughput
- Analyzing statistical reports and arrival patterns to ensure adequate staffing levels are maintained to meet service level agreements
- Conducting Focus Group Discussions (FGD) to identify and address concerns raised by employees at all levels
The Operations Manager will also manage accounts at the operational level, ensuring the production, cost, and financial results align with internal metrics, including:
- Manpower Utilization (Internal Productivity)
- Attrition
- Production (hours)
- Forecasting account revenue and spending to align with revenue and EBIT goals
- Maximizing the impact on financial performance by managing productivity metrics such as hours produced vs. paid hours, production statistics, and operating costs
- Monitoring and analyzing internal metrics related to productivity, direct and indirect costs, and other financial aspects
Active Communication:
This role involves direct communication with Vendor Management Offices in the US, including:
- Organizing and attending conference calls
- Using electronic communication channels such as email, chat, and SMS
- Managing and overseeing operational escalations
- Strategizing, operating, providing feedback, and handling escalations
- Providing regular updates on account performance
Analysis and Action Planning:
- Analyzing operational results to identify areas of opportunity and implementing action plans for improvement
- Identifying gaps in processes and creating action plans to enhance performance
- Developing and implementing strategic action plans and workflow processes
- Bringing concerns and improvement suggestions to weekly meetings and deliberations
Talent Development:
- Identifying and developing key personnel
- Providing timely feedback and coaching
- Recommending training programs
- Creating training and development plans to address leadership gaps as needed
Personnel Management:
- Conducting follow-up meetings and organizing agendas
- Forecasting departmental training needs to meet desired FTE (Full-Time Equivalent) levels
- Developing and implementing programs to enhance employee motivation and maintain a positive work environment
- Providing leadership for management initiatives to foster communication and drive performance
Skills and Experience
Required:
- Minimum 5 years of experience in Back Office Call Center Operations and Production, with at least 2 to 4 years in a managerial capacity
- Advanced Microsoft Excel skills
- Proficiency in Microsoft Office applications
- Active Property & Casualty insurance license (preferred but not required at this time)
Preferred:
- Prior military experience or as a military dependent
- Six Sigma Green Belt certification (provided by Qualfon)
- Proficiency in Microsoft Office products, including Excel, PowerPoint, and Outlook
- Familiarity with report generation and data analysis
If you are passionate about delivering exceptional customer service and have the skills and experience, we are looking for, we encourage you to apply.
Join our team and make a meaningful impact on our customer-centric operations.
EQUAL OPPORTUNITY STATEMENT QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed servicemember status and any other characteristic protected under applicable federal, state or local law.
