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Title

Operations Manager 

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  
Description

We are Looking for an Operations Manager

We are well respected and trusted among our clients.

Since 2001, we have been an industry leader in teleservices.

Not just a call center, not just sales. We are a technology company with 2 call centers. We partner with reputable brand Clients and deliver a well-connected customer experience.

We are well respected and trusted in acquiring and retaining customers for our clients and will deliver the best customer service. Our sales team stops at nothing to be the best they can be.

We are looking to welcome a skilled, hands-on individual to join our growing teleservices team and supervise our sales agents.

You will be responsible for managing day-to-day operations.

You will ensure technology is utilized by the sales agents to meet performance and service levels.

Responsibilities:

Conduct daily team meetings and coaching forms

Coach live calls to maximize performance

Evaluate performance with key metrics and provide one on one coaching with sales agents as a team or one on one

Collect and analyze team data to prepare reports for the shift and upper management

Ensure adequate staffing levels to limit call abandonment and maximize efficiency

Train agents on new programs

Review sales goals with sales agents and ensure they know where to find their reports and stats

Handle all corrective action for your agents in the areas of attendance, availability, compliance, and overall sales performance

Requirements

Proven problem-solving ability

Able to remain calm and courteous under pressure and navigate tense situations, especially during busy hours

Understanding of reporting and experience in basic analysis

Proficiency with technology, especially computers, software applications, and phone systems

Sales closing ability as you will be coaching, training, and taking over calls

Education

High School Diploma, GED, or equivalent required

Experience Required

Minimum two years call center experience required

Minimum two-year operations experience required

Minimum one-year supervisor experience (preferred)

Customer Service Experience Required

Serves customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff.

Call Center Operations Manager Job Duties:

Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.

Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.

Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.

Accomplishes call center human resource objectives by coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.

Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.

Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.

Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Call Center Operations Manager Skills and Qualifications:

Customer Focus, Customer Service, Verbal Communication, Informing Others, Process Improvement, Problem Solving, People Skills, Teamwork, People Management, Managing Processes, Emphasizing Excellence

Please submit a resume.

***Valor Global is an equal opportunity employer and welcomes diversity. Candidates must be able to pass a pre-employment background screening and drug test.

Job Type: Full-time'
'
Work Remotely

Temporarily due to COVID-19

Job Type: Full-time

Pay: $25.00 - $35.00 per hour

COVID-19 considerations:
Follow CDC

 
Position Requirements

Requirements

Proven problem-solving ability

Able to remain calm and courteous under pressure and navigate tense situations, especially during busy hours

Understanding of reporting and experience in basic analysis

Proficiency with technology, especially computers, software applications, and phone systems

Sales closing ability as you will be coaching, training, and taking over calls

Education

High School Diploma, GED, or equivalent required

Experience Required

Minimum two years call center experience required

Minimum two-year operations experience required

Minimum one-year supervisor experience (preferred)

Customer Service Experience Required

Serves customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff.

 

 
Full-Time/Part-Time Full-Time  
Rate of Pay  
Position Operations Manager  
Location BYOD  
About the Organization Valor Global was founded in Phoenix, Arizona in 2004. A family owned business, we focus on culture and admiring our people both inside of our business and community. We are a contact center business hired by a variety of global companies to handle all of their customer service and needs.
At Valor, we believe in Servant Leadership and Conscious Capitalism and believe that a well-aligned higher purpose positions people for success. Any company is only as strong as the culture and core values that its people believe in and live each day. By recruiting, retaining and developing self-motivated and inspiring people we ensure that we are able to provide extraordinary solutions to the customers.
Valor is fully vested in your success. Our culture, core values, industry leading low attrition, LEAN and Agile methodologies provide our customers access to a global infrastructure and a team of 1,000+ employees with enterprise systems and processes without the bureaucracy and red tape; our leadership team is accessible and available. Our organization prides itself on the ability to remain responsive and flexible to your business needs. We are a top performer with our clients with a successful track record in outperforming our competition.  

This position is currently not accepting applications.

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