Operations Manager - Call Center

AllStarPhoenix, AZ, US

job_description.job_card.variable_days_ago

serp_jobs.job_preview.job_type

serp_jobs.job_card.full_time

job_description.job_card.job_description

Job Description

Summary

The Manager of Operations provides leadership, support, and ensures alignment to the strategic direction driven by leadership to a team. This position is responsible for high operational output & performance, forecasting, scheduling, intra-day, and / or change management, along with delivering operational excellence.

Responsibilities

Manage functional team, along with portfolio of lead intake to deliver booked appointments and generate revenue across the growth markets.
Provide analytical support for the department and leadership; creatively develop workforce staffing solutions, daily workforce schedules and intra-daily scheduling solutions
Analyze trends and gather input critical to operations to ensure optimum productivity and operational results are accurately reported
Drive operational efficiency by managing team Key Performance Indicators (KPIs) and SLAs (Speed to Lead)
Analyze data and forecast potential impacts to operations; ensures ability to meet goals for all team activity.
Develop key client relationships; collaborate with key stakeholders in markets to devise solutions that could impact our growth projections.
Contribute to various strategic projects that drive better outcomes, improved efficiencies, technology enhancements and scalability for the department.
Identify business opportunities based on analysis reports; examples include consolidating queues, changing hours etc.
Coordinate and track productivity; provide ongoing detailed variance explanations and recommends solutions when needed.
Attend regular client status meetings, if applicable
Responsible for delivery and development of the capacity planning function as a key member of the contact center leadership team, if applicable
Ensure confidentiality of internal and external data
Perform ad-hoc projects and other duties as assigned

Role Specific Skills

Computer Skills : Proficient in Microsoft Word, Excel, PowerPoint, Outlook required

People Management Skills

Proficient in all people management processes, including recruitment, performance management and reward

Proficient in building, growing and developing a team; including department structure design and resourcing

Proficient in coaching and developing individual team members to reach their potential

Proficient in engaging a team through communication, processes, personal impact and influence

Qualifications

Minimum Qualifications

Bachelor's degree or equivalent experience

6 + years business experience, including 5 or more years building and / or managing regions, particularly within the home services industry or trades space

Experience managing and leading individuals or small teams

Benefits & Perks

Allstar Services offers a comprehensive benefits package to support our team members and their families, including :

Medical, Dental, and Vision insurance

Paid time off and paid holidays

Company-provided life insurance

Voluntary life, accident, and disability coverage

Employee assistance program (EAP)

Opportunities for growth and advancement

Access to top industry training and resources

We're committed to investing in our people-because when you grow, we grow.

Allstar Home Services seeks to safeguard its employees, customers, and others while conducting company business. Following a conditional offer of employment, all applicants who are offered employment with Allstar will be subject to a background investigation. Offers of employment are contingent on the successful completion of a background investigation and motor vehicle report conducted in accordance with Company policies and all applicable laws. Information obtained from a background investigation will be considered for employment purposes as permitted by federal and state law and in accordance with Allstar Services' Equal Employment Opportunity Policy.

serp_jobs.job_alerts.create_a_job

Call Center Manager • Phoenix, AZ, US