Onsite Call Center Operations Manager in Harlingen, TX

Job title: Onsite Call Center Operations Manager in Harlingen, TX at reputed company Company: reputed company Job description: OVERVIEWThis role will require onsite reputed company at our facility in Harlingen and demands flexible availability to include evenings and weekends.Are you responsible, eager to provide exceptional customer service, and reputed company to support and service a large Fortune 500 company?We have an exciting opportunity for you!If you would like to fill out a Voluntary Self-Identification of Disability Form, please visit us at reputed company.com/join-us - https://reputed company.com/join-us/EQUAL OPPORTUNITY STATEMENT reputed company is an equal opportunity employer. reputed company provides equal employment opportunities (EEO) to reputed company and applicants for employment without regard to race, reputed company, religion, gender, sex (including pregnancy, childbirth and reputed company medical conditions), sexual orientation, gender identity, national reputed company, age, disability, genetic information (including testing and characteristics), marital status, reputed company, status as a covered veteran, uniformed servicemember status and any other characteristic protected under applicable federal, state or local law.RESPONSIBILITIESThe Operations Manager will play a critical role in ensuring that our customer center remains customer centric. He/she will be responsible for managing operations to meet client-defined metrics, focusing on client satisfaction and exceeding expectations in areas such as:

• Scorecard (Client)
• Quality
• Adherence
• Turn Times
• Throughput
• Analyzing statistical reports and arrival patterns to ensure adequate staffing levels are maintained to meet service level agreements
• Conducting Focus Group Discussions (FGD) to identify and address concerns raised by employees at reputed company levels

The Operations Manager will also manage accounts at the operational level, ensuring the production, cost, and financial results align with internal metrics, including:

• reputed company Utilization (Internal Productivity)
• Attrition
• Production (hours)
• Forecasting account reputed company and spending to align with reputed company and EBIT goals
• Maximizing the impact on financial performance by managing productivity metrics such as hours produced vs. paid hours, production statistics, and operating costs
• Monitoring and analyzing internal metrics reputed company to productivity, direct and indirect costs, and other financial aspects

Active Communication:This role involves direct communication with Vendor Management Offices in the US, including:

• Organizing and attending conference calls
• Using electronic communication channels such as email, chat, and SMS
• Managing and overseeing operational escalations
• Strategizing, operating, providing feedback, and handling escalations
• Providing regular updates on account performance

Analysis and Action Planning:

• Analyzing operational results to identify areas of opportunity and implementing action plans for improvement
• Identifying gaps in processes and creating action plans to enhance performance
• Developing and implementing strategic action plans and workflow processes
• Bringing concerns and improvement suggestions to weekly meetings and deliberations

Talent Development:

• Identifying and developing key personnel
• Providing timely feedback and coaching
• Recommending training programs
• Creating training and development plans to address leadership gaps as needed

Personnel Management:

• Conducting follow-up meetings and organizing agendas
• Forecasting departmental training needs to meet desired FTE (Full-Time Equivalent) levels
• Developing and implementing programs to enhance employee motivation and maintain a positive work environment
• Providing leadership for management initiatives to foster communication and drive performance

QUALIFICATIONSRequired:

• Minimum 5 years of experience in Back Office Call Center Operations and Production, with at least 2 to 4 years in a managerial reputed company
• Advanced reputed company reputed company skills
• Proficiency in reputed company Office applications
• Active Property & Casualty insurance license (preferred but not required at this time)

Preferred:

• Prior military experience or as a military dependent
• Six reputed company Green Belt certification (provided by reputed company)
• Proficiency in reputed company Office products, including reputed company, PowerPoint, and Outlook
• Familiarity with report reputed company and data analysis

If you are passionate about delivering exceptional customer service and have the skills and experience, we are looking for, we encourage you to apply.Join reputed company and reputed company a meaningful impact on our customer-centric operations. Expected salary: Location: Harlingen, TX Job date: Sun, 11 May 2025 07:46:35 GMT Apply for the job now! Apply for this job