Call Center Operations Manager (6 Month Contract)

Duties and Responsibilities

- Managing and developing a team of call center representatives directly and directing their activities for the achievement of call center targets and goals.
- Preparing performance reports.
- Implementing new lead targeting schemes, and maximizing on existing opportunities.
- Responsible for team performance to ensure monthly, daily and weekly targets are met in a professional manner.
- Measuring and demonstrating the group productivity as well as the individual's reports related to customer outcomes.
- Reporting on the following which includes targets, specific data, and anticipated outcomes.
- Implement and ensure the improvement of call center processes by introducing new or existing programs.
- Writing and conducting performance evaluations, making employment decisions, setting up performance goals and targets for assigned team.

Skills and Specifications

- Ability to work in a high pressured and fast-paced environment.
- Ability to maintain customer confidentiality.
- Problem solving

Education and Qualifications

- Bachelor's degree in administration
- 7 - 10 years experience working in a call center environment and 5 - 8 years in a Management position.