Call Center Operations Manager in Orange, CA at Volt

Date Posted: 8/5/2019

Job Snapshot

  • Employee Type:
    Direct Hire
  • Location:
    Orange, CA
  • Job Type:
  • Duration:
    N/A
  • Date Posted:
    8/5/2019
  • Job ID:
    190803
  • Pay Rate
    $0.0 - $85000.0/Year
  • Contact Name
    Volt Branch
  • Phone
    805-560-8658 x21305

Job Description

As Payroll Caller Center Operations Manager for our Time Processing Call Canter, you will directly oversee payroll customer service agents to ensure positive morale and effective daily operations. You will serve our nationwide employee base through the development and implementation of best cell center methods and procedures. You will also be asked to make suggestions for system and process improvement using your knowledge of call center operations.

This is a great opportunity to join an amazing company! this is a direct position with benefits. 

Call Center Operations Manager Job Responsibilities

  • Hire staff, train staff, conduct staff performance reviews, schedule staff to provide adequate coverage of call center operations.
  • Establish a high standard for productivity, quality, customer service.
  • Develop documentation and standards for customer interaction and control the implementation process.
  • Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures.
  • Summarize, collect and analyze call center trends and data for regular performance reports.
  • Partner with other teams to determine root cause for trouble calls and develop and implement lasting solutions.
  • Oversee CRM system design, maintenance, upgrade and implementation. Call for repairs and troubleshooting as needed.

Call Center Operations Manager Qualifications

  • Bachelor’s Degree preferred 
  • 5+ years of managerial experience
  • Customer service experience required
  • Motivated self-starter
  • Excellent verbal communication skills
  • 3+ years of call center management experience
  • Working knowledge of Zendesk or other CRM tool
  • Strong Microsoft Excel skills
  • Knowledge of staffing and payroll systems a plus
  • Ability to Manage 6 customer Service Agents
  • Needs to be able to build a knowledge based call center
  • Needs to be able to design and implement a Call Center Tool
  • Guru with Systems, Resourceful at figuring out problems and getting the solutions
  • Do not have to have a Payroll background although that is a plus, but more of a call center and customer service background

Please send your resume to Ida Carroll at icarroll@volt.com

Volt is an Equal Opportunity Employer 

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