Join Our Team at Premiere Response

Surround yourself with encouraging individuals who value leadership development, teamwork, new ideas and innovative thinking.

North Bergen Call Center Operations Manager
North Bergen, NJ

Organizes and directs the day-to-day activities related to the operation of the Call Center. Responsible for managing, training and guiding call center supervisors in performing their duties. Conducts effective resource planning to maximize the productivity of resources (people, technology etc.). Collects and analyze call-center statistics.

Responsibilities

  • Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses defining user requirements productivity, quality, and customer-service standards contributing information and analysis to organizational strategic plans and reviews
  • Ensures Call Center KPIs are met consistently
  • Develops and delivers reports
  • Maintains and improves call center operations by monitoring system performance identifying and resolving problems preparing and completing action plans completing system audits and analyses managing system and process improvement and quality assurance programs
  • Drive improvements in overall service levels, transactional efficiencies and cost management
  • Provide leadership to front line Supervisors, ensuring operational and coaching practices are implemented and updated as needed to drive performance results and employee development
  • Identifies creative ways to reduce cost by streamlining processes and systems (i.e. modification of responsibilities or consolidation of tasks, elimination of nonvalue added processes, or complete reengineering of processes and systems)
  • Drives continuous improvement through trend reporting analysis and metrics management
  • Offers new ideas and suggestions for improvement
  • Identifies and implements new practices and processes that are “best in field"
  • Demonstrates a commitment to customer service anticipates, meets and exceeds expectations by solving problems quickly and effectively making customer issues a priority
  • Confers with reporting manager on complex or unusual situations
  • Exchanges knowledge and information to ensure best practices are shared throughout the organization
  • Ensures 100 percent adherence to all company policies and procedures (i.e. Security, Health, Safety and Quality)
  • Maintains discretion and confidentiality in all areas pertaining to systems, data and proprietary information, whether internal or client specific
  • Understands and embraces the business and call center operations strategic direction

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EEO Statement

Premiere Response is an equal opportunity employer.  We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, ancestry, age, disability, veteran status, or any other status legally protected by federal, state or local law.

Requirements

  • Bachelor’s Degree Preferred
  • 3-5 years of call center management experience with inbound, outbound or blended experience, strong customer service skills, experience managing and developing people and processes

Why Us?

  • We inspire and develop employees to be their best
  • We create experiences that inspire and make a difference
  • We nurture a network of business partners to bring the best solutions to our clients

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