Operations Manager - Call Center

Job Purpose



The Operations Manager - Call Center will ensure that the department is consistently providing quality service to all customers. The Operations Manager - Call Center will consistently explore opportunities to improve efficiencies and the overall productivity.







Duties and Responsibilities





+ Resolves escalated customer service issues by working closely with the supervisor and customer service representative. Initiates cross-departmental communication and coordination to escalate and resolve customer issues



+ Monitors calls to observe customer service representatives’ demeanor, technical accuracy, and conformity to company policies; provides feedback as needed



+ Determines, monitors and analyzes productivity levels of customer service team



+ Motivates the team, drives morale, provides coaching and assista...