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North Bergen Operations Manager
North Bergen, NJ

BASIC PURPOSE AND SCOPE OF POSITION

This position is responsible for directly managing, coaching and supporting Team Leaders in a call center environment. This position is also responsible for ensuring service levels and other metrics are met on a consistent basis, as well as efficiently staffing and managing the agent labor for a given client program. It demands a high degree of adaptability and flexibility in a fast paced; rapidly changing environment.

 

RESPONSIBILITIES:

  • Select, train, develop and manage the performance of direct reports; provide prompt and objective coaching,  counseling, and coordinating; plan and assign work for staff in accordance with the company and clients goals and objectives
  • Set and achieve daily/monthly budgeted financial results by program
  • Analyze performance results and implement department improvements according to program and company goals and objectives
  • Plan for upcoming organizational needs and implement strategies in a proactive manner
  • May be assigned the duty of preparing and maintaining daily profitability reports for client program 
  • Analyze and maintain all staffing service level requirements
  • Determine appropriate staff-management levels and implement strategies to ensure the efficient operation on the client program
  • Work with support departments to ensure staffing strategies are effectively executed
  • Preparation and achievement of budgetary measurements
  • Maximize revenue generation opportunities
  • Other duties as assigned

REQUIRED MINIMUM QUALIFICATIONS AND EXPERIENCE:

  • College Degree
  • 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

REQUIRED SKILLS AND PHYSICAL DIMENSIONS

  • Strong statistical/analytical skills, proficient in the use of Microsoft™ Office including Word®, Excel®, and PowerPoint, effective verbal and written communication skills, ability to collaborate, build consensus and network with internal departments and external business partners, ability to identify and implement process enhancements and have a strong work ethic and focus on delivering results.
  • Experience with Customer Interaction Center® from Interactive Intelligence®, and workforce management programs a plus.
  • Ability to effectively identify and groom future members of the management team.

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