Operations Manager

Department:	Contact Center
Reports To:	Manager
Position Type:	Full Time
Email:	resume@crosscountry-auto.com
Location:	Sebring, FL, USA
Posting Date:	2/10/10

Manages customer service operations while maintaining client satisfaction.  Manages assigned client group(s) to achieve operational goals which support CCAS objectives.  Develops and monitors the application of operating systems including policies and procedures, operating structure, and information flow. Ensures the volume of work produced meets product/service standards and exceeds quality standards. Develops and manages a motivated, effective team including supervisors, team leaders, and associates.  Establishes program directions that support corporate goals as well as allow for team growth. 

 

Skills/Experience

*         Bachelor’s degree or equivalent management experience

*         2-4 years of supervisory experience in a fast-paced, customer service environment and supervisory experience in an inbound contact center

*         Responsibilities include participation in the hiring process; training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems

*         Utilizes good judgment, exercises decision making skills, and demonstrates leadership qualities

*         Excellent oral and written communication skills

*         Manages client expectations

*         Actively promotes the corporate mission and value statement

*         Flexible work schedule including nights, weekends, holidays, and on-call status; Some travel required

*         Assumes additional responsibilities as assigned