This site uses cookies. To find out more, see our Cookies Policy

Call Center Operations Manager in Hot Springs, Arkansas at Startek

Date Posted: 12/26/2018

Job Snapshot

Job Description

Summary/Objective
Responsible for all aspects of managing inbound/outbound customer service/sales program.  Includes assisting, developing, managing, and supporting Engagement Specialists, and ensuring program goals are met.
 
Essential Functions
  • Manage all aspects of assigned program(s), including incentive plans, team motivation, quality, productivity, and profitability.
  • Serve as the Operational point of contact for the client to assist with the growth of the program, calibration sessions, on-call escalations and system/program enhancements.
  • Develop Engagement Coaches so they can effective coach and develop Customer Service Representatives (ESs) on problem-solving and customer service skills.
  • Ensure Engagement Coach maintains engagement specialists operational files, including attendance records, evaluation forms, coaching session and corrective action documentation, and other performance-related documentation
  • Update the Engagement Center Director on a daily basis on status of program(s); alerts appropriate personnel if a program is in any way “at risk”.
  • Ensure all customer service issues are addressed and resolved in a timely manner; communicate unresolved issues to Operations Manager.
  • Recommend program enhancements to improve program quality, productivity, and cost controls; implement approved changes.
  • Coordinate with Workforce Management to ensure proper phone coverage; prepare and maintain schedules
  • Assess resource needs with People Services Managers; participate in applicant screening, interviewing, and training.
  • Prepare and distribute daily, weekly, monthly and quarterly reports and as necessary prepare and present operational performance in Quarterly Business Reviews with client and client services.
  • Maintain assigned program files, including copies of daily reports and all program-related correspondence.
  • Evaluate Engagement Specialists and Engagement Coaches performance on a regular basis, make developmental action plans and implement disciplinary actions as required. 
  • Communicate payroll information for assigned employees to corporate, including hire/termination reports.
  • Keep work area neat and clean.
  • Maintain a positive attitude and support STARTEK’s Commitment to Excellence.
  • Perform other duties as assigned.
 
Knowledge, Skills and Abilities
The specific minimum competencies required for job performance.
  • High school diploma required. College and/or professional training preferred 
  • Demonstrated leadership ability.
  • Demonstrated ability to work a flexible schedule.
  • Detail and process oriented.
  • Strong organizational skills.
  • Excellent interpersonal and telephone skills.
  • Professional attitude, enthusiastic, and reliable.
  • Effective written and verbal communication skills.
 
Supervisory responsibilities/Accountabilities
Engagement Manager has accountability for employee retention and performance, program profitability, client and STARTEK driven KPIs.  Engagement Manager directly supervises a team of Engagement Coaches.
Reports to the Engagement Center Director.
 


    Job Requirements

    Minimum Qualifications
    • High school diploma required. College and/or professional training preferred.
    • Minimum two years customer service and/or sales experience.
    • Minimum one to three years management experience
    • Experience with MS Office (Word and Excel)
    • Call center experience preferred
     
    Success Factors
    • Communication
    • Presentation
    • Ability to write/edit documents
    • Organization
    • Integrity
    • Value Diversity
    • Innovative
    • Development
    • Build Relationships
    • Customer Focus
    • Teamwork
    • Ownership
     
    Working Conditions
    • Office environment
    • Travel - domestic or international (up to 20%)

    CHECK OUT OUR SIMILAR JOBS

    1. Administrative Jobs
    2. Bookkeeper Jobs