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Faneuil, Inc Call Center Operations Manager in Wichita, Kansas

This job was posted by https://www.kansasworks.com : For more information, please see: https://www.kansasworks.com/ada/r/jobs/11352668 Description Overview of Role/Job Purpose:The Operations Call Center Manager is to deliver the operational service for the contract including KPI's, people, process, quality, systems within agreed targets and budgets. Responsible for the overall performance of the department, including customer service, quality, staffing and motivating employee performance and morale. Must work closely with other team members to ensure department's objectives are met. Oversees supervisory staff associated with designated program/s.Job DescriptionDuties:Achievement of intraday, daily, weekly and monthly SLA targetsAttend, manage or organize disciplinary procedures as requiredBe cost conscious and ensure that resources are managed as efficiently as possible, maximizing opportunities to reduce cost without compromising serviceEnsure client satisfactionEnsure that all HR related tasks relating to on boarding, performance / behavioral issues and termination of employees are completed timely, thoroughly and accuratelyInteract with third party vendors as processes requireInterface with internal and external clients in order to ensure contractual obligations are met and client needs are satisfiedInvolvement in operational projects and initiativesManage day to day operations and ensure that all daily and other periodic activities are completed as plannedManage own performance and personal development as a role model within the Call CenterManage the delivery of contractual service levels in order to satisfy client needs and meet revenue targetsMotivate and develop team leaders through coaching, feedback and personal development in order to enhance performance delivery, meet contractual obligations and maximize staff retentionPartner with Quality Assurance and Training organization to ensure expectations are alignedPartner with Work Force Management to ensure reporting, forecasting and scheduling support SLAsPlan, control and manage changes to services, policies, procedures, resources and facilities in order to positively and flexibly meet business requirementsProvide an efficient and flexible response to operational issues, in order to maintain levels of service delivery, client and customer satisfactionProvide assistance, coaching, measurement, feedback, help and guidance to the Call CenterProvide leadership, direction, develop and maintain team moraleProvide responses to client for requests to support business reviews and proposalsRecruit, plan and manage the deployment of resources within the teams in order to maintain a skilled and effective workforce and meet contractual obligationsRegularly review the activities of the department in order to ensure the most effective and cost-efficient approach is used to provide customer service and meet contractual obligationsRelies on experience and judgment to plan and accomplish goalsReview and manage costs in order to meet and improve on agreed budgetary limitsReview service delivery, identify and implement improvements in order to ensure business performance is maximized and client needs metSupport account growth, change management and transformational activitiesTo review service delivery, identify and implement improvements in order to ensure business performance is maximized and client needs metWork with management team to ensure compliance with company policy, state and federal employment laws Skills/Qualifications:Extensive Contact Center background; inbound focusA minimum of five years customer service management experience preferredHigh school diploma or equivalent requiredAssociates or Bachelor's Degree preferredExperience in using Call Center tools such as Cisco, Call Recording and Except ion ReportingExperience in working with Work Force Management including areas such as reporting, forecasting and schedulingProficient in call center metrics and how they drive performanceAbility and experience related to developing others on a teamAbility to build and maintain effective working relationshipsAbility to communicate processes, recommended process changes and demonstrate benefit of said changes to internal teams as well as client teams.Ability to manage multiple responsibilities, while effectively focusing on priority issuesAbility to meet aggressive deadlines and provide quick turnaround against team goalsAbility to motivate others and work cooperatively in a group to achieve common goalsAbility to operate effectively in a rapid growth/high change environmentAbility to professionally persuade, influence and negotiate in critical situationsAbility to work cooperatively in a group environment to achieve common goalsAbility to work independentlyCapacity for increased learningClient facing presentation skills or internal communication at an Executive levelComprehend and follow established proceduresCreate and maintain a positive environment while supporting organizational decisionsEffective conflict management skillsExceptional customer service approach to work with internal and external customersExceptional organizational skills - ability to manage multiple, competing priorities and projec