Call Center Operations Manager

The BrightKey Call Center Operations Manager provides directions and management support for our Customer Service Call Center business. This position is responsible for an assigned group of clients and staff including staff development, training, process improvement, profit levels, performance monitoring, and evaluation.

The BrightKey Call Center Operations Manager must be an organized, reliable, and results-driven professional. Must have a practical mind to “solve problems on the spot” and be able to see the “big picture” and make improvements. As a call center manager, you must also have excellent customer service and communication skills.

The goal is to do everything possible to attain goals and achieve great results for our Customers/ Clients and BrightKey.

Responsibilities

• Develop objectives for your book of business /clients on day-to-day activities.
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.).
• Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.).
• Assume responsibility of budgeting and tracking expenses.
• Hire, coach and provide training to personnel to maintain high customer service standards.
• Monitor and initiate continuous improvements in operations procedures.
• Evaluate performance with key metrics (accuracy, call-waiting time etc.)
• Analyze information and provide recommendations.
  
  

Qualifications:

• Proven experience as call center manager or similar position.
• Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus.
• Experience in customer service is required.
• Knowledge of performance evaluation and customer service metrics.
• Experience in basic financial analysis (cost-effectiveness, cost-benefit, budgeting etc.).
• Proficient in MS Office and call center equipment/software programs.
• Outstanding communication and interpersonal skills, positive and patient.
• Excellent organizational and leadership skills with a problem-solving ability
• High school diploma or equivalent.
• Higher degree in a relevant discipline will receive additional consideration.
• Must be able to travel to various client’s offices, tradeshows, etc. as needed
  
  

BRIGHTKEY is a different breed of outsourced services and support company, distinguished by our approach, our structure, our philosophy, and our skill sets. We are known for our smart thinking and our friendly, flexible service. All efforts focus on putting you at the top of your market, benchmarking and improving on results, and providing a launch pad for new ideas, new directions, and new business initiatives. We welcome the opportunity to challenge our own assumptions, push the envelope, and explore new opportunities. At BrightKey, "We'll Handle It for You"!

BrightKey embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.

Top of Form

Powered by JazzHR

PI19f55d2518bc-32809-34799450