Sr Telecom Operations Manager – Call Center Support

Summary:

The Sr Operations Manager will lead a team of 200 – 250 reps with team leads and operations manager. Primary responsibility will be motivating, training and driving performance of the outbound and inbound customer service and back-office team to meet and exceed goals on a consistent basis. We are looking for a HIGH ENERGY, sharp individual who has experience overseeing an inbound/outbound and back-office team with proven results.

Role & Responsibilities:

• Manage the P & L of the Account to ensure efficient and effective delivery, drive process improvements & profit maximization.
• Review operational metrics and processes making recommendations and changes to improve efficiency within the organization
• Is responsible for Key client deliverables and contractual SLA’s are met.
• Interview candidates for key Operational positions and make hiring decisions
• Ensure customer requests are responded to in a timely manner
• Lead and govern the staffing and schedule requirements
• Accomplish call center and human resource objectives by recruiting, selecting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Assess the call-center performance by analysing reports and summarizing data and trends.
• Accomplish organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Plans and monitors the resource deployment (team size, span, shift utilization, skill sets, technology rollout) and ongoing monitoring for specific processes to ensure operational compliance.
• Overlook and govern operational Reviews, training, staffing plans and work allocation to achieve production targets.
• Identifies training needs for TLs, reviews training plans created by the TLs for their teams and monitors training implementations to improve competency development across domain.
• Reviews process specific quality plan including quality control, assurance, and improvement to create a comprehensive quality program.
• Sign off scorecards for direct reportees, create KRA / KPI’s for the team to align with business objectives.
• Performance oriented – Ability to drive performance to stretch targets
• Excellent stakeholder relationship management skills – coordinating with different functions and client contacts to provide customer delight
• Conducts periodic reviews with his teams, monitors daily performance and creates action plan to improve service delivery.
• Create business models for Incident management and Problem management to achieve minimal disruption to IT service.

Skills required:

• Minimum 7 years of previous Inbound Call Center and Customer Service / Call Center Management and /or Back Office operations experience

· Strong team management skill – Should have managed a minimum team size of 100 – 200 agents / Team leaders for 4 years (Should not be an individual contributor)

· Customer support domain experience is required. Helpdesk/mobile service desk/ fulfillment / procurement experience preferred

· Good understanding of key Voice – Inbound (customer service) and Back-office operations metrics

· Good interpersonal, analytical, and planning skills with an ability to drive positive changes for effective and efficient delivery

· Good knowledge of Excel (Core Statistics, Trend Analysis, Trending, Ratio Analysis, Formulas etc.)

· Knowledge of Six Sigma, LEAN, T&M preferred

· Good balance between people, process & clients

· Excellent communication skills, both verbal and written

· Strong Client Focus

· Strong Performance Management

· Excellent organization and project management skills with quick problem resolution and customer services skills

Education: Must have at least a High School diploma or GED

Job Type: Full-time

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Carrollton, TX: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location