Detail of : Call Center Operations Manager Job Openings in Kearney
UST Global® is looking for a highly energetic and collaborative Operations Manager with experience leading cross functional teams for Business Operations. The ideal candidate should be an expert in leading projects in Call Center based Operations. Candidate should have good experience in leading bigger teams, onboarding and hiring, coordinating trainings and tracking SLAs/KPIs defined in the statement of work. A good understanding of call center operations and associated metrics is expected. Excellent written and verbal communication skills and ability to liaise with different internal and external stakeholders to C-level executives is key to be successful in this role.
As an Operations Manager at UST Global, this is your opportunity to
Lead, motivate, and support a large team within a time-sensitive and demanding environment, including setup and implementation of career development plans for all direct reports and problem resolution
Manage timely data collection to update operations metrics to achieve productivity targets, reduce cost per unit, eliminate errors, and deliver excellent customer service
Maintain constant communication with management, staff, and vendors to ensure proper operations of the organization
Ensure all customer SLAs and KPIs are met.
Partner with cross-functional support teams in improving the proprietary tools and systems
Oversee materials and inventory management
Conduct budget reviews and report cost plans to upper management
Ensure operational activities remain on time and within a defined budget
Track staffing requirements, hiring new employees as needed
Actively pursue strategic and operational objectives
Develop, implement, and maintain quality assurance protocols
Inspiring and motivating employees to perform at their best through positive encouragement and incentive initiatives
Identifying potential problems and points of friction and working to find solutions in order to maximize efficiency and revenue
Identifying opportunities to expand or shift course in order to take advantage of changes in the market
Be well versed working in target drive environment
Perform random Call Quality Audit, Coach and Mentor team
5+ yrs. of domestic call center experience
Associate degree/Graduate degree in any stream
Experience having handled multiple level reporting
Experience preparing detailed weekly and monthly reports
Experience in working closely with legal and safety departments to make sure activities remain compliant
Stakeholder management experience
Location: This position will be a work from home to start with. When Covid 19 situation settles, expectation to move to UST office in
Should you are interested and qualified, please apply in confidence by filling online application form at :
All application will kept strictly confidential.
Only qualified, short-listed applicants will be invited for furthers process.
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