Operations Manager

Looking for a laser-focused Operations Manager to join our team!

Location

Chicago, IL Headquarters

Job type

Full-time Job

Mission

The mission of the Operations Manager is to ensure that core call center operations are always optimized and to support continuous improvements to call center operations. They consistently drive conversion optimization, team and individual contributor performance and development, and operational metric and KPI success.

Description

The Operations Manager is a self-starter who is willing to jump into challenges head on. They are motivated, reliable, detail-oriented, and driven to produce high-quality work.

Benefits

Full-Time Salary, Health Insurance, Dental Insurance, 401k

Outcomes

  • Monitoring and QA daily workflows to ensure everything is working properly
  • Maintain oversight of voice, chat, email, and text communication channels
  • Own the contact rate and speed to lead metrics
  • Identify problems and areas of improvement for the team and organize and oversee plans for successful resolution
  • Closely monitor the call center operations manually as well as with the help of automation tools
  • Communicate with the technology team to highlight the call center needs
  • Recruit, hire, and train new call center representatives
  • Provide weekly, monthly, quarterly, and annual KPI reviews with team members
  • Report call center performance to the executive leadership team as the subject matter expert
  • Prepare call center performance reports by collecting, analyzing, and summarizing data and trends
  • Develop a call ticket quality review process with scoring that encourages quality and accuracy
  • Maintain professional and technical knowledge by tracking emerging trends in service center operations management
  • Partner with the content team to develop and implement on-going individual and group training sessions

Skill and Qualifications:

  • Bachelor’s Degree strongly preferred
  • 1+ years of experience running/managing a call center preferred
  • Knowledgeable in workforce management and process improvement strategies
  • Ability to hire and train new employees and provide ongoing developmental support to all team members
  • Excellent organization and time management skills
  • Enjoys a fast-paced environment and can pivot quickly
  • Excellent organizational and analytical skills
  • A self-starting, entrepreneurial mindset, and the ability to bring out this quality in others
  • Excellent written and oral communication skills required to communicate with team members, other departments, senior management, and consumers of the company’s products
  • Ability to maintain a keen attention to detail, multitask and work well under pressure
  • Team player who collaborates well with others
  • Flexible and creative work spirit to embrace new projects and challenges as company grows and expands

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