ContactUS, LLC Hiring for Client Operations Manager Job at Jacksonville, NC Full Time

ContactUS Communications is growing fast with new clients and a need for a Client Operations Manager!

This is a Client Operations Manager Role-it requires call center experience and account management with clients, by communicating with the client and leadership about needs. Also, provide updates and communication to the customer service team.

Please see below qualifications:

The Client Operations Manager monitors and evaluates the Supervisor and team member performance, attendance, and conduct; generates and analyzes reports; partners with WFM to develop schedules to ensure adequate staffing levels.

• Helps to determine 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.

• Maintains and improves 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.

• Accomplishes objectives by training, assigning, 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 center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

• Prepares 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 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.

• This job is primarily sedentary. While performing the duties of this job, the employee is frequently required to sit, talk, and hear. The employee is required to have close visual acuity to view a computer terminal and to prepare and read documents, e-mails, reports, and other correspondence on paper and on a computer monitor. The employee may be required to exert up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

Required Qualifications

• 3-5 years of operations experience in a high-volume contact center environment
• 3-5 years’ experience leading teams in customer service, training, marketing, sales etc…