Call Center Operations Manager
2.
6 Beaumont, TX Beaumont, TX Full-time Full-time $17 an hour $17 an hour 10 days ago 10 days ago 10 days ago Job Identification Business Title:
Operations Manager - Retention Reports to:
Operations Manager Job Description Retention Operations Manager has direct oversight of 8-10 Coaches and their assigned teams of 15-18 (each) Retention Representatives and is generally responsible for ensuring coaching and development, motivation and encouragement, and accountability of each to:
Attendance and Schedule Adherence to ensure staffing interval commitments are met and both Time Clock Efficiency and Roster Utilization are achieved for financial purposes Call Flow Adherence as measured by Behavior - based Quality Assurance achievements (both speech-analyzed and manual evaluations) o Ensuring Behavior Certifications for each direct report o Avoiding mishandling or critical errors with customer and financial impacts Resolution of customer concerns in a First Time Right fashion, taking proactive measures to avoid customer complaints The Retention Operations Manager is both internal and external facing.
Major Roles and Responsibilities Attendance and Schedule Adherence measurement real time; creating relationships and environment that is welcoming, safe, and positive to encourage maximum attendance Facilitating hourly check ins with Technical Support Coaches to motivate, problem-solve, and inspect processes that drive meaningful, predictable performance Facilitating Coach S.
M.
A.
R.
T process for development of each Technical Support Coach Ensuring team huddles and at minimum 6 coaching sessions per day (up to 1.
5 hours of development per representative per calendar month) are completed by each Technical Support Coach for each representative o Maintaining Meet, Seat, & Greet process for daily individual and team goals Ensuring Real Time performance management for quality, call handling, and customer satisfaction o Team whiteboard management for intraday performance Attending and actively participating in:
o Internal Daily Operations Meetings o Quality Assurance Calibration Meetings o Business Reviews Successful handling, real time or through escalation process, of customer-related escalations that rise above that able to be resolved by the representative and/or coach Required Education, Systems, Experience, and Specific Job Related Skills Education/Work Experience Minimum verified High School Diploma or equivalent 1-2 years' experience leading high performing teams Availability Open Availability for Hours of Operations - 7:
00AM - 02:
00 AM EST, Sunday thru Saturday o Evening and weekend availability is a must o Schedules subject to change based on business need Background Screening (applicable to both internal and external candidates) Pre-placement Background Screening (incl.
ongoing monitoring) with successful review of criminal history Employment Verification and clean work history Systems & Tools Microsoft Office Suite & Teams Clearview & Mockingjay (MJ) reporting tools Cisco-Finesse telephony telephony platform & eWFM Staffing Solution Client proprietary tools for customer relationship and account management Other Requirements Experience in managing others Experience with public speaking Strong motivational skills Good numerical and analytical skills Skill to communicate effectively with employees Ability to stand / walk 80% or more of shift Ability to handle a high stress environment Ability to handle and resolve recurring problems Must be able to handle multiple priorities and conflicts Willingness to work in a fast-paced work environment Ability to be proactive Supplemental Earnings Coach Scorecard Supplemental Earnings based on scorecard achievements for:
o Employee Retention & Satisfaction o Business Unit Attendance as measured through productive hours, where productive hours are Ready, On Call, and After Call Work (limited) o Sales Performance o Completion of Coaching Sessions and successful coaching observation scores Systems & Tools.
Estimated Salary: $20 to $28 per hour based on qualifications.
6 Beaumont, TX Beaumont, TX Full-time Full-time $17 an hour $17 an hour 10 days ago 10 days ago 10 days ago Job Identification Business Title:
Operations Manager - Retention Reports to:
Operations Manager Job Description Retention Operations Manager has direct oversight of 8-10 Coaches and their assigned teams of 15-18 (each) Retention Representatives and is generally responsible for ensuring coaching and development, motivation and encouragement, and accountability of each to:
Attendance and Schedule Adherence to ensure staffing interval commitments are met and both Time Clock Efficiency and Roster Utilization are achieved for financial purposes Call Flow Adherence as measured by Behavior - based Quality Assurance achievements (both speech-analyzed and manual evaluations) o Ensuring Behavior Certifications for each direct report o Avoiding mishandling or critical errors with customer and financial impacts Resolution of customer concerns in a First Time Right fashion, taking proactive measures to avoid customer complaints The Retention Operations Manager is both internal and external facing.
Major Roles and Responsibilities Attendance and Schedule Adherence measurement real time; creating relationships and environment that is welcoming, safe, and positive to encourage maximum attendance Facilitating hourly check ins with Technical Support Coaches to motivate, problem-solve, and inspect processes that drive meaningful, predictable performance Facilitating Coach S.
M.
A.
R.
T process for development of each Technical Support Coach Ensuring team huddles and at minimum 6 coaching sessions per day (up to 1.
5 hours of development per representative per calendar month) are completed by each Technical Support Coach for each representative o Maintaining Meet, Seat, & Greet process for daily individual and team goals Ensuring Real Time performance management for quality, call handling, and customer satisfaction o Team whiteboard management for intraday performance Attending and actively participating in:
o Internal Daily Operations Meetings o Quality Assurance Calibration Meetings o Business Reviews Successful handling, real time or through escalation process, of customer-related escalations that rise above that able to be resolved by the representative and/or coach Required Education, Systems, Experience, and Specific Job Related Skills Education/Work Experience Minimum verified High School Diploma or equivalent 1-2 years' experience leading high performing teams Availability Open Availability for Hours of Operations - 7:
00AM - 02:
00 AM EST, Sunday thru Saturday o Evening and weekend availability is a must o Schedules subject to change based on business need Background Screening (applicable to both internal and external candidates) Pre-placement Background Screening (incl.
ongoing monitoring) with successful review of criminal history Employment Verification and clean work history Systems & Tools Microsoft Office Suite & Teams Clearview & Mockingjay (MJ) reporting tools Cisco-Finesse telephony telephony platform & eWFM Staffing Solution Client proprietary tools for customer relationship and account management Other Requirements Experience in managing others Experience with public speaking Strong motivational skills Good numerical and analytical skills Skill to communicate effectively with employees Ability to stand / walk 80% or more of shift Ability to handle a high stress environment Ability to handle and resolve recurring problems Must be able to handle multiple priorities and conflicts Willingness to work in a fast-paced work environment Ability to be proactive Supplemental Earnings Coach Scorecard Supplemental Earnings based on scorecard achievements for:
o Employee Retention & Satisfaction o Business Unit Attendance as measured through productive hours, where productive hours are Ready, On Call, and After Call Work (limited) o Sales Performance o Completion of Coaching Sessions and successful coaching observation scores Systems & Tools.
Estimated Salary: $20 to $28 per hour based on qualifications.
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