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Call Center Operations Manager


This is a Contract position in Fayette County, KY posted May 16, 2019.

Package Package Description: If you are looking for a GREAT work environment with a GROWTH
– ORIENTED company, look no further Benefits on the first of the month following your hire date
– no matter when you are hired during the month Automatic enrollment into the 401k plan within your first thirty (30) days on the job: no more waiting until you’ve been with the company for 1 year Projected company growth trajectory that shows double-digit year over year growth through both organic growth as well as acquisitions.

Fun environment with contests and prizes Inclusive environment that promotes career growth Monthly employee appreciation and wellness events Robust PTO policy including: major holidays, vacation, sick days, and personal days Discounts at major wireless providers, wholesale grocery stores, and gyms Philanthropic support with both local and national organizations Main Responsibilities Manage the performance of department supervisors Oversee and manage the production of Traveler Support Reps and Customer Care Reps Set and maintain productivity, quality and policy standards On-going analysis of volume, trends, and overall workload Ensure client calls and requests are processed timely and accurately Monitor and manage recruiting and hiring as needed to meet necessary staffing levels Be available during all hours of operation for escalations, both client and infrastructure Analyze call center metrics, service levels, and other key performance indicators and recommend initiatives to improve performance Payroll management Provide consistent on-going recognition and accountability within the department Assist the company plan and prepare for growth through developing process efficiencies and technological advancements Implement and facilitate changes as needed Support other departments ensuring our entire client base receives quality service Other job duties as assigned Ideal Candidate Bachelor’s degree or equivalent experience 3 years call center management experience Strong organizational skills Strong customer service orientation Demonstrated ability to exercise strong business-oriented independent decision-making Demonstrated ability to lead leaders Strong working knowledge of Microsoft Office programs, particularly Excel, Word, and Outlook A demonstrated commitment to high professional ethical standards and a diverse workplace Excellent personal interaction, communication, and phone skills High degree of initiative, personal responsibility and ownership Ability to look at situations from several points of view and make appropriate decisions Persuasive with details and facts Delegate responsibilities effectively Excels at operating in an fast pace, community environment Preferred: Experience using call center management software such as Avaya, Cisco, and Verint

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