Operations Manager in Hot Springs, Arkansas at Startek

Date Posted: 7/25/2019

Job Snapshot

Job Description

Startek has an opening for a Call Center Operations Manager to work in our Hot Springs, AR Engagement Center.

The Startek Call Center Operations Manager leads call center employees to ensure revenue, service, and client satisfaction goals are met. The incumbent will also be responsible for managing client relationship on a day-to-day basis. Has overall responsibility for most aspects of call center operations, including but not limited to Manager, Supervisor and Agent performance, outbound dialer management, and development of team members. Will be responsible for all aspects of Account Management and Development for the client’s account and will assist the relationship with the client. This role will have responsibility for client retention and satisfaction.


RESPONSIBILITIES

  • Demonstrates leadership abilities with business units using appropriate influencing and consensus building skills to manage expectations and cultivate relationships.
  • Ensures client KPI’s are met or exceeded
  • Measures, reports and communicates revenue and service level goal attainment on a daily, weekly, and monthly basis for individuals, groups and the call center overall
  • Encourages site participation and participates and plans community activities.
  • Ensures accurate and timely communication of client issues
  • Trains and mentors direct reports to ensure efficient operations.
  • Participates in team meetings, joint calls, and client call monitor sessions.
  • Manages profit and loss activity of site-specific teams.
  • Manages various processes through other departments. Will need to drive objectives by managing internal and external relationships and establishing themselves as the point person within the operations process.
  • Coordinate client related presentations. Ex. QBR, New Site Proposal, etc
  • Assures that all departments and managers are working in operational efficiency while achieving strategic objectives of the organization


Job Requirements

Qualifications
  • Bachelor’s Degree from a four year college or university or an equivalent combination of education or equivalent related experience is required
  • 2 years previous experience with call center service Industry is required
  • White glove service management, technical support leadership or business development management preferred.
  • Proven experience in coaching and developing teams
  • Effective problem solving skills used to identify and resolve day-to-day operation and employee relations problems.
  • Demonstrated leadership skills to effectively develop and lead a high performing team in meeting function/department/company short-term goals and objectives. Ability to take charge and get results within a team environment.
  • Demonstrated ability to resolve differences impartially and bring issues to a positive resolution.
  • Demonstrated change management aptitude and ability. Takes a proactive role in bring about change, applying new ways to develop the business through improved management of people and processes.
  • Ability to think strategically and identify critical success factors when developing strategy and plans for assigned area of responsibility. Ability to translate diverse pieces of information into meaningful conclusions and results.
  • Ability to proactively develop and maintain solid business partnerships to ensure success in balancing the department and customer needs with the legal and financial expectations of the organization and ensure needed business outcomes.
  • Demonstrated ability to clearly and concisely express ideas and concepts verbally and in writing and adopts writing style and language to fit the situation/audience.
  • Knows the business and the mission-critical technical and functional skills needed to do the job; understands various types of business propositions and understand how businesses operate in general; learns new methods and technologies easily.
  • Takes on all issues, challenges and people; comfortably confronts and works through conflict; delivers negative feedback and messages without hesitation deals promptly and fairly with problem performers; lets everyone know where they stand; thrives in crises and is energized by tough challenges; not afraid to make negative decisions and take touch actions; challenges the status quo.
  • Travel may be required to attend work related meetings and training sessions.
  • May be required to work a flexible schedule that provides needed coverage for customer service levels and/or time-sensitive projects. Incumbent must be able to support operations which are opened weekends and evenings. All employees must be willing to work all shifts, overtime, holidays and emergency shifts as required.
  • Able to maintain a regular work schedule to meet the needs of the business.
  • Required to read and follow all company policies and procedures.
  • Support and model the company values.
 
“STARTEK is an Equal Opportunity Employer”

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