Position posted by My Receptionist

Created: Jan 10, 2018

Job Title:
Operations Manager
Job Status:
Full Time
Job Category:
Customer Service
3-5 Years
Eau Claire
Salary Type:
Job ID:
Norm Green
800 Wisconsin Street, Eau Claire, WI 54701
None Specified

Job Description

The Operations Manager will oversee and manage all people, processes, and activities related to consistently delivering receptionist services that meet or exceed client expectations.

- Embrace company goals and objectives to effectively manage all facets of operations to deliver services that consistently meet or exceed client expectations and needs.
- Handle calls regularly in accordance with the expectations of the telephone receptionist position.
- Manage the Receptionists, Leads, Training/QA Specialist, Supervisor and call floor workflow.
- Be the advocate for the Operations staff as it relates to their performance and feedback.
- Develop and maintain employee reward and recognition programs.
- Coordinate and manage employee training programs and processes.
- Assist in the hiring process including interviewing and selection of employees.
- Perform Operations employee evaluations and performance plans as needed.
- Work with the client support team and management to identify individual or collective performance issues. Implement training plan to address issues.
- Assist and participate with client support on escalated client service situations when needed.
- Work with business development on opportunities with new or existing clients.
- Regularly work with the management staff to communicate examples of positive service performance to recognize and replicate contributing factors.
- Actively seek out ways to increase efficiencies in the company internal processes as they relate to the day to day call floor operations.

Skills and Qualifications:
- Two-year college degree in business or management desired.
- Three to five years experience handling inbound calls in a call center environment.
- Supervisory or management experience desired.
- Effective problem solving and decision-making skills.
- Experience in performing employee performance reviews.
- Experience managing a budget and projecting expenses.
- Proven abilities in project management, multi-tasking and time management.
- Effective interpersonal, written and oral communication skills.

Additional Requirements:
- Must be willing to work a variable including after hours and weekends.
- Some travel may be required.

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