Operations Manager

Description

Join a fast-paced, constantly-evolving and ever-growing environment. At Afni, our contact center Operations teams put talent to work on diversified client projects. We are problem-solvers who work close to the action.

What you will be doing:

As a contact center Operations Manager, you will be responsible for the overall facilitation of multiple projects' key performance indicators, including quality, sales, staffing levels, attrition, attendance and profitability. The Operations Manager will directly manage a team of Operations Project Coaches, and will be responsible for fostering employee leadership while taking an active role in promoting a culture of outstanding customer service. This position will be on-site in our Tucson, AZ location.

Essential Functions and Responsibilities:

1. Collect, analyze, and present appropriate program data from the perspective of improving performance and quality on project(s) responsible for. Analyze daily, weekly, and monthly reports to status and recommend future resource planning. Provide data for client-operations review and meet all appropriate deadlines, as specified.
2. Ensure consistent effective daily operations management by managing center resources and capitalizing on opportunities to reduce costs and increase customer call quality.
3. Create and maintain a solid client interface with open lines of communication to ensure the highest levels of customer service.
4. Accountable for effectively managing project teams and department spending while maximizing KPI achievement. Assist in the adherence, planning and analysis of the center's operational budget.
5. Coordinate communication of policies and procedures, project objectives, and training between corporate, staff, and client. Document and assist in the implementation of center's policies and procedures.
6. Facilitate leadership development initiatives by effectively motivating, empowering, and providing immediate feedback to staff. Responsible for project hiring decisions, termination requests, time authorizations, the development and presentation of performance appraisals, and professional development and coaching of subordinates. Ensure staff performance issues are addressed in a timely and professional manner. Communicate potential performance issues and provide solutions to Center Director.

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned.

Requirements

Minimum Job Requirements (Education, Experience, Skills):

• Bachelor's degree or 3-5 years of relevant customer service / sales experience in a call center environment.
• Proven management / leadership experience preferred.
• BPO experience preferred
• Intimate knowledge of both inbound and outbound processes with the motivational skills to effectively drive customer satisfaction is preferred.
• Proven budgetary and P L experience.
• Strong organizational and planning skills are preferred.
• Strong verbal and written communication skills are required.
• Ability to handle multiple tasks and work with shifting priorities.
• Demonstrated proficiency with Microsoft Office.
• Must be able to work flexible schedule including nights and weekends.

Referral Program:

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For more info on our Referral Rewards Program, watch this video: https://www.youtube.com/watch?v=U6R-gVWfOMI