Administrative Management, Administrative Skills, Business Processes, Call Center Operations, Call Centers, Communication Skills, Contract Management, Contract Requirements, Customer Relationship Management (CRM), Customer Satisfaction, Interpersonal Skills, Leadership, Microsoft Office, Multicultural, Operations Management, Organizational Skills, People Management, Presentation/Verbal Skills, Process Development, Process Flow, Quality Assurance, Team Building, Team Lead/Manager, Telephone Skills, Time Management
LOCATION
Bossier City, LA
POSTED
4 days ago
Summary of Position
The Operations Manager - Department of Education provides leadership and direction to the Supervisors, team leaders, and CSRs to ensure project and team goals are met in accordance with contractual obligations. The Operations Manager will be responsible for ensuring that all calls are answered timely, accurately, and in a friendly and professional manner. This position requires excellent interpersonal, organizational, written, analytical, and spoken communication skills along with supervisory and leadership skills.
Essential Job Requirements
Assists the Louisiana Project Manager in leading and supervising the Louisiana Department of Education Contact Center
Responsible for the day-to-day performance and development of the team leaders and CSRs on their team
Directs Supervisors
Assists in performing QA reviews of completed work, identifying performance and deficiencies, and working with the Quality Assurance and Training team to develop ongoing refresher training for individuals or the entire operational staff
Provides leadership and direction to ensure Contract performance and customer satisfaction goals are met
Identifies business process work flows and implements process changes for continued improvement
Participates fully in State initiatives and meetings when required
Regular and timely attendance
Other duties as assigned
Required Education
Minimum of an Associate Degree required
Required Experience
At least five years of experience with Contact Center operations using CRM
At least two years of experience in a leadership position
Professional experience using Microsoft Office Suite
Experience in administration management, including experience resolving personnel actions
Experience in fiscal and contract management and developing creative solutions to complex problems
Leadership and management experience in a multifunctional, multicultural environment