24-7 Intouch

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Operations Manager

at 24-7 Intouch

Posted: 11/1/2018
Job Status: Full Time
Keywords:

Job Description

ABOUT 24-7 INTOUCH
24-7 Intouch is a global contact center & technology company that delivers innovative and value-driven customer service solutions across all industries via an omnichannel approach that includes voice, social media management, live chat, email, fraud, UAT, self-service, and back office administration. Using the most advanced technology in the industry, 24-7 Intouch’s customizable customer care platform allows their clients to utilize business insights to deliver lifetime consumer loyalty and increase incremental revenue. With over 18 years of experience, the 24-7 Intouch team takes pride in building a top to bottom brand alignment for partners to create exceptional customer experiences.

For more on our company culture, follow the link to Our Story - https://vimeo.com/177119191
ABOUT THE JOB:
The Operations Manager directs and manages all operational activities in assigned areas and contributes to the sites overall strategic direction.  Their primary responsibilities being full execution of day-to-day business needs, including staffing, KPIs and Service Levels, and coaching and development. 
ESSENTIAL FUNCTIONS:
 
  • Ensures proper planning, staffing, and direction of the operational functions of the division
  • Reviews all operations performance daily to ensure optimal production is reached
  • Manages and supervises production staff
  • Ensures proficient training, staff development, and effective employee relation/recognition is achieved for all operational personnel
  • Maintains and develops pertinent operational statistics, financial management information, and results reporting
  • Responsible for ramp-up drives/goals for the call center
  • Data Analysis, highlighting and enhancing Key Performance Indicators (KPIs) - Productivity Management
  • Meets targets on overall business level & ensuring desired Service Level Agreements are met with optimum quality & service
  • To develop and deploy motivational/incentive schemes on the floor
  • To review various reports and statistical data generated for the program and work out suitable action plans to effect continuous improvement
  • To authorize and coordinate changes in staffing schedules through the Operations Support team
  • To participate in client conference calls, client meetings etc. regarding all operational aspects of the designated client program
JOB REQUIREMENTS
 
  • A minimum of 5 years of experience in the contact center industry 
  • At least 3 years of experience in an operations  management role, including cross-functional teams/groups
  • Post-secondary diploma or degree with a major in Business
  • Experience in client relationship management and front-line supervisor development
  • Excellent communication skills; listening, verbal and written
  • Excellent organizational and time management skills
  • Experience with maintaining and developing operational statistics, financial management information, and results reporting