Sr. Operations Manager - Tampa Bay Area (#3830469)

Company Name:
24-7 Intouch
Location:Clearwater, FL
Term of Contract:Full-time, Salaried
Compensation:$80,000 - $100,000, plus benefits, Health/Medical, Dental and Vision.
24-7 Intouch -Company Overview
24-7 Intouch has over 12 years of experience delivering customized multichannel engagement to Fortune 1,000 companies. As an organization focused on offering the best people and technology, we are committed to process improvement and leveraging valuable consumer insights to increase first contact resolution, customer satisfaction, average order value and decrease the overall cost per interaction.
We are dedicated to building transparent, long-term relationships by providing flexible outsourced contact center solutions and embracing our clients' culture to deliver a world class customer experience. We strive to create an exceptional interaction with every customer contact by delivering responsive customer engagement solutions.
Sr. Operations Manager
The Sr. Operations Manager directs and manages all operational activities in assigned area and contributes to the sites overall strategic direction. The incumbent provides leadership at site to Team Managers, Team Leaders and when applicable, Customer Service Representatives ensuring production objectives and performance standards are met. This role will report to all major departments at Head Office, so experience with HR, IT, and a financial background would all be considered assets.
Essential Functions:
Ensures proper planning, staffing, and direction of the operational functions of the division
Reviews all operations performance daily to ensure optimal production is reached
Manages and supervises senior operations team and large production staff
Ensures proficient training, staff development, and effective employee relation/recognition is achieved for all operational personnel
Maintains and develops pertinent operational statistics, financial management information, and results reporting
Supports Business Development Initiatives and contributes to the design and implementation of client marketing plans
Responsible for ramp-up drives/goals for the call center
Data Analysis, highlighting and enhancing Key Performance Indicators (KPI's) - Productivity Management
Meets targets on overall business level & ensuring desired Service Level Agreements are met with optimum quality & service
To develop and deploy motivational/incentive schemes on the floor
To review various reports and statistical data generated for the program and work out suitable action plans to effect continuous improvement
To authorize and coordinate changes in staffing schedules through the Operations Support team
To participate in client conference calls, client meetings etc. regarding all operational aspects of the designated client program
Experience & Qualifications:
Must have 5 to 7 years' experience in the call center industry with at least 5 years in a senior management capacity
Post-secondary diploma or degree with a major in Business
Must have experience with budgets, managing to a budget as well as reading and understanding statistics
Must have a background in client relationship management as well as front-line supervisor development
Must have experience maintaining and developing operational statistics, financial management information and results reporting
Strong Verbal and written communication skills
Above average Organizational and time management skills - must be able to multi-task constantly throughout the work day
Ability to work under time constraints and meet deadlines
Ability to Implement Change and Innovation
Ability to communicate & Influence at various levels within the organization

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