Senior Operations Manager - Contact Center
As a Senior Operations Manager, you are a focused and high-energy contributor who understands the impact of phenomenal customer service on how an organization's contact center is perceived. You use your exceptional leadership skills to build and develop contact center managers or supervisors for success, and to influence your peers and senior leaders. Through accountability, coaching, and an impeccable model of customer success, you drive your teams to new heights. You have a passion for identifying gaps and bridging them with your knowledge of process, metrics, and customer experience.
As a Senior Operations Manager at Snapsheet, you perform exceptionally in a highly dynamic, rapidly changing environment. You are responsible for multiple aspects of customer facing contact center operations, with a significant emphasis on driving operational KPIs, process improvements, innovation, and employee development. Your commitment to excellence is demonstrated through enhancing employee engagement and quality of service. You are a strong manager capable of maximizing resources, driving results, and inspiring your team to go above and beyond the call of duty.
Sound like you? Keep reading for more detail.
Responsibilities
- Oversee day-to-day Customer Care Operations for Snapsheet’s contact center
- Drive functional success across multiple teams
- Create a positive team environment with high expectations surrounding performance and quality
- Develop, execute, and monitor performance metrics to drive accountability in line with Snapsheet’s goals and objectives
- Manage and develop manager-level direct reports through continuous feedback and competencies
- Build highly adaptable teams within an ever-evolving environment
- Oversee hiring of new team members as needed, including forecasting and determining future needs
- Work cross-functionally with Quality, Training, and Technology liason teams to help improve our workflow, client, product, and agent feedback loops
- Facilitate cross-functional projects and solutions for complex areas of opportunity
- Adhere to, communicate, and enforce all company policies and best practices, leading by example
- Embody Snapsheet culture by bringing personality and energy to work every day
Qualifications
- 5+ years of relevant work experience in the contact center industry; operations, consulting, or vendor strategy and management
- Experience developing and leading supervisor or manager level employees
- An inherent passion for customer service and experience
- Thorough knowledge of current contact center technology
- Leadership level planning, analytical, interpersonal, and communication skills
- Expertise in contact center KPIs, ensuring customer satisfaction, and reporting statistical performance levels to large groups and executives; high level of proficiency in Excel
- Full life cycle people-management experience