Call Center Operations Manager job - Argo Marketing Group - Pittsfield, ME

• Managing the daily running of the call center, including all types of customer engagement. Inbound Outbound Sales, Customer Support, Email and Chat services will all require oversight.
  


• Carrying out needs assessments and performance reviews for all employees in the center.
  


• Setting and meeting performance targets for speed of answer, efficiency, sales and quality.
  


• Ensuring all relevant communications are provided to our client services team based on daily customer engagement.
  


• Advising staff on changes with products and services we support. Ensuring that all information is properly provided to the staff in center.
  


• Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues.
  


• Maintaining up-to-date knowledge of company processes and procedures that are set in place and enforcing these with all staff.
  


• Monitoring random calls to improve quality, minimize errors and track operative performance. This will include live splicing and calibration calls with clients and staff.
  


• Reviewing the performance of staff, identifying training needs and planning training sessions.
  


• Handling the most complex customer complaints or enquiries real-time.
  


• Organizing staffing, including shift patterns and the number of staff required to meet our demand. This will include cutting and increasing staff based on weekly requirements.
  


• Coaching, motivating and retaining staff and coordinating bonus, reward and incentive programs.
  

Call Center Manager Skills and Qualifications:
Customer Focus, Customer Service, Verbal Communication, Informing Others, Process Improvement, Problem Solving, People Skills, Teamwork, People Management, Managing Processes, Emphasizing Excellence