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Glen Ellyn - Contact Center Operations Manager

Contact Center Operations Manager
Job Purpose: Provide daily leadership, management and support to Contact Center team.
Primary Responsibilities
Provide steady, dynamic leadership that develops and guides team members to deliver strong results
Promote excellent customer service and satisfaction
Develop objectives for Contact Center's daily activities
Deliver results against a defined scope of work that includes measurable KPIs, strategic innovation, performance reporting, and staff development
Develop, implement and maintain an effective Quality Assurance (QA) program
Improve Contact Center operations through innovation, staff development, and performance monitoring
Develop policy and procedures that align with departmental objectives and goals.
Analyze and manage metrics and report statistical performance levels related to Call Center
Develop measurable and effective performance standards and KPIs
Maximize team performance through training, motivation and incentive programs
Set team performance standards and goals to meet objectives and goals
Manage staffing levels and scheduling to optimize performance
Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow, delineation of duties and responsibilities, staffing levels and supervision,
Ensure compliance with company and departmental guidelines and standards.
Experience & Skills Required:
Bachelor's Degree preferred, or equivalent combination of education, training, and experience.
Minimum 7 years of Call Center/Contact Center management experience,
Strong analytical and critical-thinking skills
Working knowledge of Contact Center KPIs, staffing, scheduling, and reporting
Exceptional ability to develop and manage results-oriented recruiting and training programs
Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations,
Exceptional interpersonal, written and oral communications skills ? including statistical report writing,
Computer Skills: Microsoft Office suite with advanced Excel
Occasional travel to client meetings
Physical Requirements & Working Conditions (include amount of travel): Incumbent must be able to move about the office and between floors and utilize standard office equipment. Travel may be required.
First Transit, Inc. has 60 years of experience and is one of the largest private-sector providers of mobility solutions in North America moving more than 350 million passengers annually. First Transit, Inc. provides operation, management and consulting for more than 300 locations in 39 states, Canada, Puerto Rico, Panama and India for transit authorities, state departments of transportation, municipalities, hospitals, universities and private companies. First Transit employs more than 19,500 dedicated transit professionals.
First Transit is an Equal Opportunity Employer.



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