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Call Center Operations Manager

📁
Customer Services - Support & Training
💼
Risk Solutions
📅
LNR0084S Requisition #

Responsible for the management and direction of operations for multiple areas/departments, locations within a country/global. Analyze and resolve business operations issues and needs. Evaluate results within business unit to determine if organizational objectives are being met. Broad knowledge of several areas. Directs more than one team, typically 20+ employees.  Builds and maintains an effective operations organization committed to customer and employee satisfaction and profitable growth. Manages or advises on hiring, training and development, allocation and performance assessment of personnel within area of responsibility. Provides the tools, training and environment required to achieve employee success.  Manage the activities of two or more sections or departments. Participate in the annual performance review process. Train staff and the subsequent optimization of their performance to support organizations strategic goals. Provide ongoing follow-up and feedback.  Identify the need for, provide and/or assure all personnel are properly trained in their assigned tasks. Review, develop and implement process improvements, departmental goals and objectives.  Serve as go-to person for review and resolution of escalated issues.  Maintain current knowledge of applicable laws, changes and requirements and ensure compliance. Advise and implement field best practices to improve products, applications and services.  Ensure all work is completed according to established policies, procedures, and standards. Assist staff in adhering to the department work schedules are maintained and projects proceed according to plans/job specifications.  Collaborate with cross-functional and divisional groups to achieve established goals and objectives.  Manage customer relationships expectations both internal and external.  Prepare and/or assist in preparation of the budgets and monitor related expenditures to ensure compliance with established departmental budget.  Assist in the preparation of periodic operational reports and metrics as requested.  Assist other departments/divisions as requested by supervisor and/or other senior management

 
Accountabilities:
 
  • Direct and overall responsibility for the design or improvement and maintenance of a quality assurance process.
  • Adheres to and enforces, Standard Operating Procedures (SOP's) and other governing documents that include service quality standards, quality scorecards, monitoring processes, coaching requirements, and continual improvement actions.
  • Lead Call Center and Quality Assurance Specialist(s) by establishing roles, work standards, performance objectives, and enforcement through regular oversight.
  • Leads and participates in calibration activities and works collaboratively with consumer center operations personnel to ensure consistency in quality service requirements and initiates improvement actions when necessary.
  • Listens to and evaluates calls with consumers and performs an electronically formatted evaluation of the call (call observation.)
Qualifications:
  • HS Diploma/GED and minimum of five (5) to seven (7) years of experience w/ three (3) years minimum supervisory/staff development.
  • Excellent verbal, written and interpersonal communication skills. Demonstrated ability to successfully lead and manage staff. Demonstrated ability to communicate in a clear, concise manner. Demonstrated ability to present information appropriate to the level of the audience.
  • Broad knowledge of the field with strong leadership skills.
  • Demonstrated expertise with problem analysis and solving.
  • Demonstrated ability to manage changing and multiple priorities.
  • Excellent organizational and documentation skills with attention to detail and accuracy.
  • Demonstrated knowledge and proficiency with personal computer software in a business environment. Microsoft Office preferred.
  • Demonstrated ability to work and to meet deadlines in a fast paced and challenging environment.
  • Ability to achieve and maintain positive rapport with diverse customers to give them high quality, responsive service.
  • Ability to work independently while keeping management appropriately informed.
  • General understanding of business principles and typical business practices.
  • Ability to adapt to new environments, adjusts to situations or demands, and function effectively in them with a minimum of confusion or loss of productivity.
  • Ability to adapt to various communication methods including telephone, in-person, email, Webinars, video conferencing, including talking with company members located in foreign countries if needed.
  • Excellent judgment and discretion
 


At LexisNexis Risk Solutions, we believe in the power of data and advanced analytics for better risk management. With over 40 years of expertise, we are the trusted data analytics provider for organizations seeking actionable insights to manage risks and improve results while upholding the highest standards for security and privacy. Headquartered in metro Atlanta, LexisNexis Risk Solutions serves customers in more than 100 countries and is part of RELX Group plc, a world-leading provider of information and analytics for professional and business customers across industries. For more information, please visit www.lexisnexisrisk.com. LexisNexis Risk Solutions is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact 1.877.734.1938 or accommodations@relx.com.

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