Call Center Operations Manager

As Call Center Operations Manager, you will directly oversee call center operations, customer service, central keying, and quality assurance. You will help to create a positive work environment, ensuring effective daily operations. You will serve our local and national customers by developing and implementing best practices, focused methods, and world-class procedures, making recommendations on systems and process improvements using your knowledge of call center operations.

Responsibilities

• Leads and provides oversight to the call center, central keying, and quality assurance teams
• Establishes and evaluates call center goals along with quality control measures, ensuring that call center goals and quality measures are aligned and achieved
• Ensures new accounts are processed following compliance guidelines and business requirements
• Ensures overall compliance with Internal Audit requirements
• Identifies, coordinates, and implements new processes and tools to improve call center efficiencies and increase customer satisfaction
• Creates staff performance metrics, conducts performance reviews, assesses training needs, and provides resources, coaching, and mentoring to staff members
• Conducts cost/benefit analysis and other assessments for the achievement of strategic goals
• Establishes high standards for productivity, quality, and customer service
• Defines and approves user guidelines, scripts, along with processes and procedures
• Develops company systems for customer interaction and voice response and guides the implementation process
• Manages and improves center performance through performance monitoring, problem resolution, system audits, and quality assurance measures
• Instrumental in the recruitment process by interviewing potential hires and partnering with the team on all hiring decisions
• Prepares annual budget after estimating necessities, correcting overspending, analyzing cost variances, and expenses
• Summarizes, collects, and analyzes call center trends and data for regular performance reports, presenting findings to senior leaders
• Oversees system maintenance and upgrade implementation
• Works closely with QA Team, other supervisors, and management team members to support agents and maximize customer satisfaction
• Provides overall leadership to team and direct reports

Experience

• 3 years of call center management experience
• 5 years of directly related experience
• Strong leadership skills
• Motivated self-starter, flexible, high sense of urgency, with a demonstrated ability to creatively solve problems
• Excellent communication skills
• Experience motivating and engaging staff members
• Experience with CxEngage or similar software is preferred
• Ability to conduct analysis of complex data and translate results into actionable insights

Education

• Bachelor’s degree in related discipline or equivalent combination of education and experience will be considered

UniFirst is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, color, gender, national origin, ancestry, religion, physical or mental disability, age, veteran status, sexual orientation, gender identity or expression, marital status, pregnancy, citizenship, or any other factor protected by anti-discrimination laws

UniFirst is an equal employment employer. If you need accommodation for any part of the application process because of a medical condition or disability, please send an e-mail to TalentAcquisition@unifirst.com or call to let us know the nature of your request.

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