Operations Manager - Odessa, United States - TAS United

Description

• Forecasting, scheduling, budgeting for the operations team.
• Communicating with call center supervisors to provide feedback about employee performance and coaching staff as needed.
• Providing leadership and management to all staff members in the call center to ensure that goals are met.
• Analyzing data for workforce management solutions and knowledge on budget vs staffing is essential.
• Creating biweekly schedules for multiple locations following forecasting trends
• Designing and implementing training programs for employees to ensure that they are equipped with the knowledge and skills necessary to perform their jobs effectively.
• Managing the flow of calls by overseeing the work of agents to ensure that customers are satisfied with the service they receive.
• Creating and maintaining a culture of excellence within the call center that inspires employees to do their best work.
• Monitoring agent performance to ensure that they are following procedure correctly and treating customers in a friendly, professional manner.
• Evaluating and improving call center operations by developing new policies and procedures, conducting audits, and making recommendations for change
• Hiring, training, scheduling, and managing a staff of agents who answer incoming calls from customers who have questions about products or services offered by a company.
• Must be fluent in English written and verbal.
• Must have FIVE (5) years of call center management experience.
• Must have THREE (3) years of experience with forecasting, scheduling, budgeting for an operations team of 200+
• Strong knowledge of Microsoft productivity solutions
• Associate degree or equivalent work experience
• Experience with Workforce Management solutions.
• Experience with creating, developing, and managing training programs.