Job Description

Compensation will be DOE

Title: Call Center Operations Manager

Department: Operations

Reports To: Corporate Operations Manager

Location: Billings, MT

SUMMARY OF POSITION:

Responsible for ensuring branch profitability, productivity, efficient operations, and successful achievement of corporate goals and objectives. Directly responsible for the successful execution of project implementation, quality control, employee development, processes, and call center solutions. Responsible for employee evaluations, quality, payroll, billing, and account profitability.

JOB DUTIES / RESPONSIBILITIES / ESSENTIAL FUNCTIONS:

· Responsible for all aspects of call center operations at the local branch level, including productivity and achievement of corporate and client goals.

· Oversee quality assurance methods

· Facilitate employee development

· Provide leadership and guidance for staff

· Deliver coaching, corrective actions, disciplinary actions, and terminations

· Resource planning and implementation

· Approve and process payroll on a bi-weekly basis

· Recruit, hire and train staff based on project needs

· Conduct performance reviews and evaluations

· Approve staffing schedules to meet expense and service level goals

· Monitor system performance; identify and resolve problems

· Manage cost center budgets and operational expenses

· Achieve corporate and client goals

· Maximum call center performance optimization through report analysis

· Develop and implement processes for efficient operations

· Work with IT department to resolve issues

· Work closely with clients as main point of contact for communication and complaints

· Review and process billing for site

· Manage, mentor, and coach middle management team of an Assistant Manager and Supervisors

REQUIRED KNOWLEDGE /SKILLS / ABILITIES / QUALIFICATIONS:

• MUST HAVE 3-5 YEARS OF CALL CENTER MANAGEMENT EXPERIENCE.

· Organized and detailed oriented

· Independent, self-motivator

· Dedication to the quality of operations

· Analytical with information files

· Strong verbal and written communication

· Strong customer service skills, diplomacy, and tact

· Demonstrated ability to manage 40+ employees operating across a variety of shifts.

· Intermediate level Excel skills

· Proficient in Outlook

· Must be team oriented and possess the ability to maintain a positive work environment for the call center.

REQUIRED EDUCATION / EXPERIENCE:

· Bachelor’s degree preferred but not required.

· MUST HAVE 3-5 YEARS OF CALL CENTER MANAGEMENT EXPERIENCE.

Company Description

AnswerNet has 30+ contact centers within the continental United States and Canada, providing a vast range of services to optimize telephone answering services, appointment setting and confirmation, customer support, sales, lead qualifications, market research to name only a small selection of contact management solutions provided to thousands of clients who process tens of millions of contacts every year. AnswerNet has been recognized as an award winning service by Inc. magazine’s Annual “Inc. 500 List of Fastest Growing Private Companies”, Customer Interaction Solutions magazine’s “Top 50 Teleservices Agencies.” AnswerNet was also named a “Best Run Company” by SmartCEO magazine