Operations Manager

The Operations Manager shall serve as theTeam Lead and provide daily supervision and direction to staff who provide CallCenter support services. The Operations Manager shall determine functional andcross-functions requirements and identify resources required for each task forthe Call Center support. The Operations Manager shall be responsible ofinspiring a team environment with open communication.

Required Education Requirements: Bachelor’sDegree and specialized experience performing team lead duties in support of amulti-tier/level Call Center.

Current HDI Certification is required 30days after TO award/onboarding.

Experience Requirements: In addition to theeducation requirement the Operations Manager shall also have a minimum of five(5) years of specialized experience to include providing daily direction andpromoting the development of the Help Desk Specialists, including members whoare remote while meeting overall standard performance goals or like complexity.Acceptable specialized Task Lead experience shall also include:

•           Experiencewith:

o          Identifyingprocess-improvement opportunities

o          Providingbest practices to groups

o          Takingstakeholder inquires when needed, while maintaining all roles andresponsibilities

o          Performingadministrative tasks and other duties as required for call center operations

o          Workingin and monitoring a call center; conducting complex call center statisticalanalysis, identifying trends, and implementing required improvements whichtranslate into measurable operational improvements.

Additional Required Knowledge and Skills:

•           Abilityto make vital decisions, answer inquiries, develop positive relationships, andclient/account management experience in a high-volume Call Center environment

•           Abilityto motivate others

•           Abilityto demonstrate knowledge and understanding of Call Center operations includingcall routing and management technologies (Automatic Call Distributors (ACD),Interactive Voice Responders (IVR), Web, Chat, Email, Social Media, SMS/Text,Mobile, Fax, Phone and Mail), workforce management systems, knowledgebasesystems, quality assurance applications, and business intelligence software

•           Abilityto create reports on MS Excel using pivot tables and translate information intodashboard summaries

•           Abilityto summarize events from the previous week into executive summaries and monthlyreports

•           Abilityto multitask using several databases, interpreting the data, and providingresulting guidance to stakeholders

•           Abilityto communicate effectively, both verbal and written

•           Abilityto talk and type simultaneously

•           Abilityto demonstrate exceptional phone etiquette

•           Abilityto adapt to changing environments and to apply creative solutions to variouschallenges

•           Abilityto support and execute all non-Key Personnel duties as needed in addition toall Key Personnel duties

•           Abilityto provide ad hoc reporting of metrics to multiple units within SEVP

•           Abilityto coordinate initiatives to support operations within the group with outsideorganizations

•           Abilityto train new incoming Help Desk Specialists on policy, guidance, and otherinstructions

•           Abilityto present formalized training to groups including upper management

•           Abilityto conceptualize policies and regulation updates, technical documentation andcondense information in language that is easily translatable to the Help DeskSpecialists

•           Abilityto adjust tasking of the Help Desk Specialists on an ad hoc basis