Manage overall Operations department including Data Entry, Verifications Level 1 & 2 and Quality Control functions in a call center environment. This person will direct resources to achieve productivity and quality metrics of department employees and identify and report inefficient processes to ensure overall productivity and minimize department costs. This person will conduct employee annual performance reviews, manage the day to day responsibilities, job performance metrics, attendance requirements, and scheduling for the Operations Department. This position requires you to work directly with department managers and their respective employees to identify, assess, and document business/technical requirements and procedures. This position reports to the Director of Operations.
Primary Responsibilities:
- Establish Direction & Goals – Share vision of company goals with employees; set achievable but demanding metrics that are linked to the objectives of the client and Verified Credentials.
- Coaching & Counsel – Create a positive atmosphere of professionalism and support; provide honest and timely feedback to employees; address performance issues with directness.
- Build Team Commitment/Leadership – Establish an atmosphere of trust and support; set a model for employees that reflect the highest ethics, integrity and standards of excellence.
- Judgment & Decision Making – Make sound and logical decisions based on factual data without unnecessary delays.
- Planning & Organization – Focus resources on critical needs; define plans and actions consistent with business needs; organize initiatives to achieve optimal results and critical timelines.
- Quality Management – Demonstrate commitment and enthusiasm for quality to exceed client expectations; ensure service levels are clearly understood and followed by department leads & employees.
Qualifications:
- Bachelor degree in Business or related discipline.
- Proven leadership experience required; minimum 3 years supervising 10 or more employees.
- Experience managing a call center environment preferred, not required.
- Effective relationship building skills.
- Effective written and verbal communication skills; proven analytical skills.
- Excellent planning, prioritization and organizational skills.
- Ability to resolve issues without supervision.
- Computer proficiency in email environments, MS Word/Excel and similar programs.
Skills:
- Microsoft Office – Advanced
- Microsoft Outlook – Advanced
- Microsoft Internet Explorer – Advanced
- Project Management – Advanced
If you have what it takes to succeed in this role and would like to join a growing organization filled with exceptional, positive, and motivated individuals, this is the place for you!
Benefits Include: Medical, Dental, 401(k), Paid Vacation, Paid Holidays, Paid Time Off, and Flexible Spending.
We look forward to hearing from you!
