Call Center Operations Manager
PRC
Jacksonville, NC 28540 United States

Trusted by leading brands for over 25 years, PRC is an innovator in outsourced Contact Management Solutions for both the Business-to-Business (B2B) and Business-to-Consumer (B2C) sectors. With locations around the world, we offer a wide range of call center services designed to help you create, cultivate and maintain your most precious asset—your customer relationships.

Performs difficult management level work overseeing broad aspects of a client program(s) at call center facility.
  • Enforce daily service objective performance goal of 95%
  • Enforce development of supervisor team to including establishing performance expectations, training, coaching, and performance appraisals.
  • Ensure performance goals and met to pre-established expectations.
  • Manage and monitor project start-up, assessing needs, design and development.
  • Implement innovative approaches to maximize efficiency and profitability.
  • Oversee and review the daily IT process to ensure that results are reported accurately.
  • Monitor and report on project and program results
  • Maintain effective levels of communication at all levels of all pertinent information, to include corporate and/or client objectives, performance outcomes and expectations, etc.
  • Oversee efforts to address problems related to program performance
  • Develop and manage all support staff working with Operations.
  • Ensure Quality Assurance feedback is obtained by all telephone representatives for training and quality improvement purposes.
  • Administer performance appraisals and corrective action as required.
  • Hold Team Managers accountable for high level of professionalism, maturity, and ethical behavior.
  • Oversee the selection and training of all subordinate personnel, in coordination with the People Department/Team Managers

Minimum Education and Experience:

  • Bachelors degree required or related equivalent experience.
  • Extensive experience in project management and operations management in a customer service or call center environment

Knowledge, Skills and Abilities:

·         Client advocates with strong customer service skills.

·         Excellent interpersonal skills.

·         Ability to manage numerous programs requiring attention to detail.

·         Flexibility and versatility in problem analysis and resolution.

·         Ability to communicate across functional lines particularly as regards database development.

·         Demonstrated knowledge of interviewing and selection process.

We offer competitive compensation (base + bonus) with PTO, Sick Time, Medical, Dental, Vision, Company Paid Life Insurance, Short & Long Term Disability, 401(k), Tuition Reimbursement and much more! 

Come join our casual dress and fun environment today! 

Learn. Grow. Enjoy! Be PRC!

Click here to apply for this position.

Job code: 326484
14592226