Fusion BPO Services Hiring for Contact Center Operations Manager Job at Boca Raton, FL Full Time

Job Description
Contact Center Operations Managers (OM) has direct oversight of the entire contact center, including Team Managers and their assigned staff.
Contact Center Operations Managers are generally responsible for overall call center production including, but not limited to, Sales Performance Metrics, Customer Service Experiences, and meeting Client Expectations through Coaching, Staff Development, Motivation, Encouragement, and Accountability of each department to:

• Overall Customer and Client Satisfaction
• First Call Resolution (measured daily)
• Call Flow Adherence & QA/Compliance achievements
• Ensuring Behavior Certifications for each direct report
• Avoiding mishandling or critical errors with customer and financial impacts
• Resolution of customer concerns including customer education, billing & payments, and upsell and cross-selling opportunities

Major Roles and Responsibilities

• Attendance and Schedule Adherence measurement real time; creating relationships and environment that is welcoming, safe, and positive to encourage maximum attendance
• Facilitating hourly check ins with Program Managers to motivate, problem-solve, and inspect processes that drive meaningful and predictable performance
• Ensuring team huddles are completed on a daily basis
• Ensuring Real Time performance management for quality, call handling, and customer satisfaction

• Team whiteboard management for intraday performance
• Attending and actively driving or participating in:

• Internal Daily Operations Meetings
• Quality Assurance Calibration Meetings
• Business Reviews
• Successful handling, and resolution by the representative and or coach
• Real time or through the escalation process, of customer-related escalations

Required Education, Systems, Experience, Specific Job-Related Skills, and Work
Experience

• Experience in call/contact center management (Min. two years required)
• Some college or greater preferred. Diploma or Degree ideal.
• Demonstrated superior customer service skills
• Read, write, and speak fluently in English (specify other languages as well)
• Advanced computer aptitude with 35 wpm typing skills.
• Experience and ability to utilize Microsoft Office 365 (Including Excel)

The ideal candidate will have prior AT&T Certification and/or experience in AT&T Sales, Products, Services and Fiber Optics preferred.

Availability

• Open Availability for Hours of Operations – 8:00AM – 11:00PM EST, Sunday thru Saturday

• Evening and weekend availability is a must, determined by client needs.
• Schedules subject to change based on business needs.

Background Screening

(Applicable to both internal and external candidates)

• Pre-placement Background Screening (incl. ongoing monitoring) with successful review of criminal history
• Employment Verification and clean work history
• Successful review of 5-panel drug screening (incl. ongoing monitoring)

Systems & Tools

• Microsoft Office Suite & Teams
• Client proprietary tools (Multiple AT&T Systems) for customer relationship and account management

Other Requirements

• Experience in managing others
• Experience with public speaking
• Strong motivational skills
• Good numerical and analytical skills
• Skill to communicate effectively with employees
• Ability to stand / walk 80% or more of shift
• Ability to handle a high stress environment
• Ability to handle and resolve recurring problems
• Must be able to handle multiple priorities and conflicts
• Willingness to work in a fast-paced work environment
• Ability to be proactive

Supplemental Earnings

Bonus Structures based on client and business metrics, such as, but not limited to:

• Employee Retention & Satisfaction
• Business Unit Attendance as measured through productive hours
• Productive Hours include “Ready, On Call, and After Call Work” (limited)
• Overall Customer Satisfaction
• First Call Resolution
• Completion of Coaching Sessions and successful coaching observation score

Job Type: Full-time

Pay: $70,000.00 – $80,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• Weekend availability

Supplemental Pay:

• Bonus pay
• Commission pay

Ability to commute/relocate:

• Boca Raton, FL 33487: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Microsoft Office: 2 years (Preferred)
• Sales: 2 years (Preferred)

Work Location: One location