Description of Service Lines: Results' current client portfolio consists of 82 Partners across various industries inclusive of the following:
• Healthcare
• Insurance
• Wireless Telecommunications
• Financial Services
• Energy
• Education
• Subscriber Based Entertainment
• Tax Services
• Retail
• Cable/MSO
Vision Statement
Our vision is to be the premier global Customer Experience Provider for Fortune 500 companies; to become the benchmark for brand advocacy and service excellence and the transparent provider of choice for customers around the world.
Driven by our "expect greater" commitment to our customers and communities, we aspire to exceed expectations through the brilliance and unyielding passion of our people.
The Company is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factors under federal, state or local law.
Position Overview
The Senior Operations Manager is responsible for the day-to-day operations of a multi client site where FTE justifies, while achieving a high level of performance and profitability. Establishes priorities, standards and performance objectives. Selects trains and provides work guidance for floor Supervisors. Maintains cost/productivity records.
Duties and Responsibilities
- Manages program operations staffing, Account Management commitments, budget, and forecasted hours versus actual hours
- Oversees and manages Call Center KPIs such as: Quality, Staffing, and Service Level
- Analyzes data for trends in call patterns, product variability, turnover, hiring, etc
- Manages Program daily and monthly operating metrics within budgeted expense parameters
- Produces monthly operating reports detailing center activity, trend analysis, goals/objective status and special projects
- Accountable for the information conveyed to clients
- Develops/manages/maintains employee productivity goals against departmental standards
- Coordinates with Site Director on Human Resource recruiting, training, development and retention
- Creates consistency in performance and process across multiple clients
Qualifications
- Min 3 years experience managing a minimum of 125 inbound/outbound sales and customer service agents with a proven track record of achieving sales and quality goals
- Demonstrated ability to develop leaders and excellent motivational skills
- Strong focus on continuous improvement and operational optimization
- Ability to competently address rapid changes in service delivery in a dynamic and time-sensitive environment
- Knowledge of Microsoft office programs and multiple operating systems
- Advanced knowledge of call center services industry and best practices, understanding ramifications of call center actions on the business, including revenue, expense and employee dynamics
- Excellent oral and written communication skills, with the ability to effectively respond to questions from managers, clients, and customers
- Knowledge of federal and state call center compliance regulations
- Schedule flexibility
- Ability to travel if required
The Results Companies is an Equal Opportunity Employer M/F/Vets/Disability