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Operations Manager in San Antonio, TX at Volt

Date Posted: 11/30/2018

Job Snapshot

Job Description

Job Description

At Volt, we connect people with great jobs. We are an international provider of staffing services and outsourcing solutions, providing our client organizations with the talent they need to achieve their business goals.

We are looking for an Operations Manager to join our call center leadership team based in San Antonio, TX. This position manages a team of Team Managers who oversee approximately 100 advisors. Must be flexible to work various shifts, weekends, and holidays.

This full-time salaried position is eligible for a complete benefit package including: medical/dental/vision insurance, FSA, HSA, long-term disability insurance, life insurance, 401(k), and sick/vacation/holiday pay.

Key responsibilities include:

  • Lead, develop and motivate a high-performance team of Team Managers to deliver excellent technical support and customer service in an accurate and timely manner
  • Coach, mentor and train Team Managers and staff
  • Conduct regular and effective team meetings
  • Apply a balanced management approach with equal emphasis on business and people management results
  • Build and manage a team with a high level of employee satisfaction and commitment
  • Analyze customer satisfaction surveys results as well as other call center key performance metrics; develop and implement appropriate action plans to improve customer service/technical skill sets
  • Determine team readiness requirements and training plans
  • Foster collaboration and knowledge sharing between all groups
  • Provide frequent and regular mentoring sessions with team members
  • Manage reporting statistics, SLAs and quality data
  • Drive metrics to meet committed SLA deliverables
  • Monitor schedule adherence and conformity
  • Identify and assist in documenting best practices
  • Analyze data trends and develop appropriate action plans to manage challenges or to take advantage of potential opportunities
  • Effectively deal with customer complaints and concerns
  • Participate in meetings with the client, speaking to performance and action plans
  • Employee understands and agrees to maintain all information security protocols for the role

Education/Experience:

  • Minimum 2 years call center experience in a middle management position required
  • Experience managing teams in a technical support environment preferred
  • College degree in related field preferred

Required Skills/Knowledge:

  • High level of self-motivation with a strong desire to solve problems and multi-task
  • Possess strong leadership skills
  • Aptitude to learn quickly and effectively
  • Work well in a team environment
  • Strong understanding of call center processes and procedures
  • Excellent customer service skills
  • Keyboard at least 30 words per minute
  • Excellent verbal and written communication skills
  • Ability to drive teams to success
  • Strong ability to analyze data trends and develop appropriate action plans to manage challenges or to take advantage of potential opportunities
  • Good knowledge of Microsoft Office Applications (Word, PowerPoint) with strong knowledge of Excel including the ability to create spreadsheets
  • Excellent customer service, advance problem-solving skills, and ability to adapt to change
  • Strong organizational skills necessary with the ability to manage multiple tasks and changing priorities
  • Understand the processes to document symptoms and troubleshooting steps clearly
  • Ability to effectively deal with not only technical issues, but also customer complaints and concerns
  • Ability to maintain professionalism while defusing stressful customer situations

Volt is an equal opportunity employer.