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Call Center - Deputy Operations Manager
Location:
Tampa, FL
Description:
KGCCO Deputy Operations Manager Responsibilities: • Oversee the daily operations of a contact center team to ensure performance metrics are met. • Maintain updated knowledge of the contact center performance requirements, as well as corporate and project policies and procedures. • Provide assistance and updates to staff regarding these policies and procedures. • Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs. • Collaborate with customers to ensure open communication, cooperation, and timely issue resolution. • Address inadequate quality issues with the supervisory team in relation to reviews and corrections of calls monitored. • Monitor performance goals and objectives for the contact center staff and complete daily and weekly reports. • Provide contract and corporate leadership with updates on all issues regarding quality, training, policy, procedures, staff issues, and departmental performance levels. • Monitor contact center compliance with ISO standards. • Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the contact center. • Monitor and evaluate performance, write performance appraisals, and provide corrective actions. • Identify and resolve issues, problems, and concerns with employees. • Recommend changes to policies and establish procedures and assist in the implementation of changes. • NOTE: The deputy operations manager will provide backup coverage for other operations managers as needed, in addition to performing regular duties as a supervisor, including direct oversight of a team of customer service representatives. Requirements: • Must be able to work nights and weekends as needed. • Must be flexible to work dual position of supervisor (with reduced team size) and deputy operations manager responsibilities. • Bachelor's degree or equivalent combination of education, technical training, or work experience considered in lieu of degree. • Three (3) years of people management experience. • Seven (7) years of experience in call center operations or related field. Location- Tampa, FL KGCCO is proud to offer its employees a quality compensation and benefits package. KGCCO uses E-Verify and is an Equal Opportunity Employer.
Company:
KG Call Center
Posted:
December 26 2023 on ApplicantPro
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More About this Listing: Call Center - Deputy Operations Manager
Call Center - Deputy Operations Manager is a Customer Service Call Center Representative, Operations Manager Job at KG Call Center located in Tampa FL. Find other listings like Call Center - Deputy Operations Manager by searching Oodle for Customer Service Call Center Representative, Operations Manager Jobs.
Call Center - Deputy Operations Manager is a Customer Service Call Center Representative, Operations Manager Job at KG Call Center located in Tampa FL. Find other listings like Call Center - Deputy Operations Manager by searching Oodle for Customer Service Call Center Representative, Operations Manager Jobs.