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At Volt Workforce Solutions, we connect talented people with respected companies. Every day, leading global employers ask us to present them with talented candidates for their most in-demand positions. Volt offers you unique access to these employment opportunities, matching your skills with intriguing projects and cutting-edge technologies. Employment options — from contract and contingent, temporary-to-direct hire, and direct placement — are designed to support your availability and career requirements. Comprehensive benefits programs and training opportunities further empower employees to contribute their best ideas and insights.

With locations and opportunities across the U.S., Canada, Europe and Asia, Volt is a Fortune 1000 leader that has been helping leading companies locate the right people for over 50 years. To learn more about our diverse opportunities where your talents can make a world of difference, view our current postings below or connect with your local Volt office.

Volt Workforce Solutions, divisions of Volt Management Corp. and Volt Technical Resources, LLC.
Call Center Operations Manager
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Description:
Are you a Call Center Operations Manager with PROVEN results? Are you dedicated to customer satisfaction and agent development?

Our client in Texarkana is seeking a driven and dedicated Senior Inbound Call Center Manager with a proven track record in problem solving, leadership and decision making.

The Call Center Operations Manager is responsible for planning, organizing, and managing all operational activities for a large inbound customer care account. The call center is a multi-site, multi-shift, 7-day per week operation.


Essential Functions and Responsibilities:

  • Direct the forecasting and scheduling of daily workforce.

  • Continuously evaluate workflow and identify opportunities for improvement.

  • Track and measure individual and team productivity and quality results for staffing forecasts.

  • Drive improvements in overall service levels, transactional efficiencies & cost management.

  • Implement new processes, procedures and technologies as needed.

  • Manage and motivate call center staff to meet customer service performance goals. Ensure that all inbound and call center incentives are developed and executed as planned.

  • Maintain and monitor performance, production, attendance and punctuality records, reviews and appraisals for staff.

  • Monitor adherence to company quality monitoring goals.

  • Ensure adherence to company policies.

  • Responsible for the supervision, coaching, monitoring, training, reviewing, disciplining of assigned staff.

    Requirements:
    Required Experience and Skills:

  • Thorough knowledge of inbound call center operations.

  • Understanding and ability to execute inbound programs to ensure service levels and financial objectives are met.

  • Strong planning, forecasting, problem-solving and analytical skills.

  • Proven ability to develop and produce reports from existing systems, analyze them and make informed recommendations.

  • Knowledge of current call center & workforce management technology.

  • Demonstrated ability to interact with peers, senior management and other departments in a professional manner.

  • Strong organizational, leadership and interpersonal management skills.

  • Possess budgeting and financial planning skills.
  • Demonstrated communication skills both written and verbal.

  • Must be able to foster a positive and productive work environment, with ability to lead, build teams, and motivate staff.

  • Possess excellent knowledge of manpower planning and scheduling in a customer service environment.

  • Ability to work in a dynamic fast paced atmosphere.

  • Solid understanding of computer basics (Windows, Excel, Word, Operating Systems and the Internet).

  • Ability to speak, read & write in English.



    Preferred Qualifications:

  • 4 years minimum inbound call center management experience.

  • Degree preferred.

  • Experience with post-sales operations.

  • Experience with TCS scheduling software & Workforce Management Systems.

  • Experience with high tech environment.

  • Bilingual


    Volt is an EEO.

    Location: Texarkana, TX

    Type: DIRECT

    Duration: Direct

    Pay Rate: DOE

    Contact:

    Volt Technical Resources
    [Click Here to Email Your Resumé]
    Volt Workforce Solutions
    12007 Research Blvd., Suite 103
    Austin, TX 78759
    PH: 512/219-6070
    FX: 512/219-6059


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    Job Information
    Reference ID:
    300286-8459-20-251311

    Company:
    Volt

    Location:
    map it!US-TX-Texarkana

    Status:
    Full-Time

    Salary:
    N/A
    DOE

    Job Category:
    Customer Service
    Management
    Telecommunications
    Contact Information
    Company:
    Volt

    Email:
    Send Email Now

    Phone:
    512/219-6070

    Fax:
    512/219-6059
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