VALOR GLOBAL Hiring for Operations Manager- Call Center Experience Preferred- Work from Home Job at Phoenix, AZ Full Time

SUMMARY

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

Job Type: Full-time

Pay: $25.00 – $35.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Weekend availability

Supplemental Pay:

• Commission pay

COVID-19 considerations:
Follow CDC

Education:

• High school or equivalent (Required)

Experience:

• Microsoft Office: 2 years (Required)
• Call center management: 2 years (Required)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)
• Overnight Shift (Preferred)

Work Location:

• One location

Work Remotely:

• Temporarily due to COVID-19

Work Location: One location