STARTEK Hiring for Operations Manager Job at Scott Depot, WV Full Time

***This is an on-site role at our Scott Depot location***

Position Summary: Responsible for managing Engagement Coaches that are responsible for the daily operations of an engagement center. Manages and maintains team qualitative and quantitative performance results. Implements engagement center processes that support seamless, integrated delivery of world class customer service. Monitors service standards and goals, performs sales, service analysis aimed at improving group performance. Provides information and consultation to management, coordinating staff, budget and resources to provide quality service and/or improve sales performance. Resolves complex problems or inquiries in a timely, efficient manner. Approves personnel activities concerning hiring, training/development, and evaluation of staff performance. May build industry relations communicating technologies and operational concerns through industry networking. Ensures assigned team meets and complies with all company policies and procedures. Responsible for hiring, training, development and retention of diverse and highly effective teams.

Essential Duties & Responsibilities:

• – Manages group of Engagement Coaches. Coaches and develops teams in all areas of performance including, but not limited to quality, quantity, productivity and leadership.
• – Participates in call monitoring calibrations and reviews calls being disputed and manages the service quality for assigned teams.
• – Presents monthly achievement levels and goals to assigned team and coaches individual team members to ensure improvement and efficient productivity is achieved.
• – Directly manages a team of Engagement Coaches and directs their activities toward accomplishing engagement center goals and objectives. Hires, trains, develops and retains a diverse workforce. Writes and conducts performance evaluations, makes employment decisions, sets performance goals and objectives for assigned team.
• – Responsible for managing team and individual schedule adherence and attendance. Manages employee issues regarding attendance, performance, behavior, and delivers appropriate disciplinary action as needed.
• – Responsible for communicating policy updates and company information through team meetings, pre-shift briefings and one-on-one development sessions.
• – Handles escalated customer issues not resolved at the Team Leader level and works directly with customers to bring about resolution.
• – May perform other related duties and responsibilities as assigned and/or required including leading or participating in projects as necessary.

Startek is an equal opportunity employer

Job Type: Full-time

Pay: From $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 5×8
• 8 hour shift

Work Location: One location