Senior Operations Manager - Customer Service​/Call center

Overview

Location:

Remote / Work from Home - Must reside in the US

Salary - 72k-75k annually

Transworld Systems, Inc. is an industry leader, customer-first provider of customer relationship outsourcing services, accounts receivable management, loan servicing and legal services for many of the world’s leading companies. We have over 50 years of experience in handling customer contacts and interactions across a broad spectrum of industries.

• Work from home
• Paid training
• Team-oriented work environment
• Growth opportunity
• Comprehensive benefits package available: including medical, dental and vision, 401k retirement plan with employer matching, paid time off and paid holidays!

• Lead strategic client relationship management efforts to deepen partnerships, identify growth opportunities, and support the expansion of differentiated, strategic client offerings.
• Lead teams of managers, supervisors and agents.
• • Create and implement strategy to ensure performance objectives are met.
  
  • Organize, direct, and monitor daily activities of agents and supervisors
  
  • Monitor and review individual and team performance.
  
  • Monitor calls to observe individual demeanor, technical accuracy, and conformity to company and client policy and procedure; provide feedback as required
  
  • Monitor and analyze productivity of agents; generate reports based on analysis.
  
  • Field questions from team and client contacts; recommend corrective services to address customer complaints.
  
  • Provide coaching and development feedback and provide leadership to all staff.
  
  • Ensure all client compliance requirements are met.
  
  • Monitor and ensure compliance with attendance, dress code, and all company policies.
  
  • Maintain contact with client as determined by management.
  
  • Monitor email and voice mail to ensure all communications are up to date and accurate.
  
  • Ensure all payroll deadlines are met.
  
  • Ensure daily and monthly performance results are tracked by agent and team.
  
  • Conduct monthly/annual performance reviews with direct reports
  
  • Administer performance improvement plans and disciplinary warnings as needed.
  
  • Train, motivate, develop and reward agents.
  
  • Responds to and works to resolve agent concerns in a timely manner
  
  • Prepare reports as needed.
  
  • Perform other duties as assigned by Director or VP.
  
  • Possess working knowledge of utility industry regulated market credit/collections practices

• Must meet background and drug screen requirements as outlined by the project/client
• Minimum of 4 years of management experience in operations, customer service and business administration in a call center setting
• Minimum of 2 years’ experience providing leadership and development to team leads/supervisors centered on coaching and developing representatives
• Availability to work from am-pm weekdays, and weekend hours when necessary
• Thorough knowledge of Avaya
• Proficient with Microsoft Excel and Word
• Experience calculating figures and amounts
• Experience analyzing statistical requirements
• Ability to coordinate multiple tasks simultaneously
• Understand and respond to diverse population
• Manage by Walking Around (MBWA)
• Previous experience in putting together Q ’s (Quarterly Business Reviews) for assigned program
• Bachelor’s degree from an accredited college or university required with major course work in business administration, marketing, or a similar field
• Equivalent work experience in a similar position may be substituted for educational requirements

Physical requirements:

• Normal, corrective vision range; ability to see color and to distinguish letters, numbers and symbols
• Frequently required to sit, stand, walk, talk, hear, bend and reach
• Ability to reach with hands and arms
• Occasionally lift and/or move up to 30lbs

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. You are acknowledging that you can perform the essential functions with or without a reasonable accommodation. The noise level in the work environment is usually moderate. The work environment is primarily indoors. The position requires little to no travel.

This job description is not an exclusive or exhaustive list of all job functions that a team member in this position may be asked to perform. Duties and responsibilities can be changed, expanded, reduced or delegated by management to meet the business needs of the company.

We provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, status as a protected veteran, genetic information, status as a qualified individual with a disability and any other basis protected by federal, state or local laws.