Helpware Hiring for Call Center Operations Manager Job at Lexington, KY Full Time

About Us:

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best in class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Position Overview:
Operations Manager (OM) is a person who directs the activities of TL and their teams, supervises the projects’ workflow and communication between the Clients and Team Members. He/she is responsible for coordinating and managing TLs’ workflow and support team’s communication process and effectiveness for his/her team.

Primary Responsibilities:

• Support a positive environment among all the teams.

• Supervise all administrative and operational questions regarding the managed teams and projects and ensures proper client communication on this matter.

• Scheduling management including backup system implementation

• Gather and analyze reports from TLs team’s (attendance, performance, client daily status). Suggest solutions for improvement if needed.

• Conduct One-on-One meetings on a daily/weekly/monthly basis with each of TLs in order to discuss updates and feedback, or any other project/non-project-related topics.

• Coordinate and lead regular or ad-hoc meetings with all of the TLs in order to discuss weak points of the business, improvements, and simple brainstorming on optimization.

• Inform the management team on the project’s status (Co-Founders, CSM).

• Work on improving the performance of the organization by adding new technologies, ideas, methodologies, training, etc.

• Cooperate with CSMs on getting the Clients’ feedback on the project progress.

• Ensure that all tasks on the projects are being completed correctly and within set deadlines by Team Members.

• Bring up to the Management team’s attention to replace and/or dismiss team members unable to satisfactorily perform their job or who blatantly break company rules.

• Supervise initial Project training of the Newcomer during the Onboarding process, make sure all manuals are in place.

• Evaluate Team Members’ performance (incl filling out appraisal forms).

• In accordance with the situation on the project, clients expectations, and team performance, develop a strategy which the team will use for achieving their goal.

• Analyze statistics or other data to determine the level of customer service or other services the team is providing

• Deliver all available Clients’ feedback, reports, requests, and deadlines to team members and Management Team.

• Develop KPI, OKR, scorecards, and other measures development for Team member’s success on all the account

*Qualifications:

• At least 2 years of proven working experience in project management, virtual or administrative assistance

• Working knowledge of call center operations and organization.

• Proficiency with MS Office applications (i.e. Excel, MS Word, PowerPoint, etc…), Google Tools

• Experience with Asana, Trello, etc

• Excellent client-facing and internal communication skills

• Excellent written and verbal communication skills

• Solid organizational skills including attention to detail and multitasking skills

• Strong working knowledge of Microsoft Office

*

Job Type: Full-time

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• High school or equivalent (Preferred)

Willingness to travel:

• 25% (Preferred)

Work Location:

• One location

Work Remotely:

• Temporarily due to COVID-19

Work Location: One location