Call Center Operations Manager - Inbound

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ServiCom is hiring for a Call Center Operations Manager to join our team!

Do you have Call center experience? Do you enjoy working with different levels of professional?

If you answered yes to the questions above this career is for you!

"If you want a bright future...ServiCom is the place to be!"


This position has full accountability for the profit & loss for its assigned programs. Serves as client interface while managing day-to-day operations of assigned program(s) through delegation to subordinate supervisors. Accountable for meeting and surpassing both client and company driven performance & quality metrics on a daily basis. The Site Program Manager is also responsible for communication and implementation of Servicom policies and procedures.


Manages supervisors to ensure that their team(s) are performing at or above goals and provides on-going mentoring & coaching to ensure sustained performance. Develops staff and conducts ongoing training sessions to reinforce best practices and procedures. Maintains accurate records of team performance and productivity to establish plans for individual staff development. Monitors calls in progress & provides advice that leads to measured performance improvement. Writes performance evaluations for direct reports and identifies training & development opportunities.2. Develop client relationships in order to increase business and positively impact the bottom line of the business unit. Analyze trends to proactively present client with solutions and suggestions that both meet Servicom corporate objectives and assist in program enhancement and growth.3. Develops & implements project plans for new programs. Tests programs changes prior to placing them into production. Assists the Call Center Director in leading the workforce planning process. Partners with Traffic Manager to establish staffing requirements for programs that support expected call volume at any given time. 4. Analyzes key metric data daily and makes strategic decisions based upon the results to improve performance. May collaborate with the Account Manager for assigned program to ensure that client directives are met and to communicate any concerns that need to be relayed back to the client for resolution. Partners with the Center Director in communicating problems and proactively offers solutions. Offers recommendations for improvement on all processes and procedures.5. Provides operational reports and analysis to senior management.6. Provide “crisis management” as required by both reactive and proactive resolutions related to client needs; escalates concerns if needed.7. Responds to questions from Supervisors, Trainers, and Sales/ Survey associates regarding a variety of operational and personnel related topics.8. Contributes to the staffing & selection process by validating candidate qualifications.9. Conducts client monitoring sessions.10. May participate in client presentations.11. Ensures compliance with all federal, state or provincial employment regulations.12. May perform other duties and projects as assigned.C.


Education: Bachelor’s degree or equivalent experience.Experience:• Call Center Program Management experience preferred• Minimum 3 years Call Center experience required

Additional Skills/Knowledge:

Ability to operate effectively in a fast paced, ever changing environment.• Analytical, quantitative and organizational skills.• Proficiency in Microsoft Office.• Proficiency with call center technology• Organization & Time Management skills

For consideration of employment please include your resume and cover letter

Location: Rockford, IL
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