Operations Manager - Harlingen, TX

Job Description

Reports To: Site Director                                           

Department: Operations                                                         

FLSA Status: Exempt  

Advanced Call Center Technologies is now seeking an experienced call center Operations Manager to join our team!  Apply now for an instant interview!                                            

We offer:

• Opportunities to advance within
• Flexible schedules
• Tremendous bonus opportunities
• Fantastic Supervisors and a Positive environment
• Employee Owned- You will become an employee owner, once qualifications met to participate!
• Affordable benefits for you, your spouse, and/or children after 90 days
• Paid time off and paid holidays after 90 days

Join a team where your work matters.  We treat each interaction as an opportunity to strengthen loyalty to the clients we serve. You will be part of a winning team and participate in our Employee Stock Ownership Plan (ESOP) -- an added long-term savings benefit that is completely paid for by ACT. The ESOP shares the wealth with our dedicated employees and makes us a healthy stable employer.  At Advanced Call Center Technologies (ACT), we are 100% owned by our employees. When our company does well, our employees share in the rewards through our Employee Stock Ownership Plan (ESOP.) 

Position Summary

Under the general direction of the Sr. VP, Operations, the Operations Manager leads and directs a team supervisors and of production associates performing customer support, product sales or collections services to meet company and client productivity, quality and revenue objectives for one of our Account Services Client. 

Nature and Scope

Position reports to the Director of Operations. Incumbent has routine contact with all levels of employees, including production, management and support staff.  Will at times have contact with client representatives. Plans, assigns and directs the work of a team of 10-25 production associates. Responsible for the team’s performance and productivity. 

Essential Duties and Responsibilities

All areas of responsibility listed below are essential to the satisfactory performance of this position by any/all incumbents, with reasonable accommodation, if necessary. Any non-essential functions are assumed to be included in "other related duties as assigned":

Monitors associates real-time productivity to achieve production and revenue goals. 

Coaches and develops associates to improve quality, performance and productivity.  Develops and implements goals and action plans as needed. 

Addresses associate performance, conduct, and attendance issues by consistently applying company policies and practices for corrective counseling 

Motivates and rewards associates using company and client incentive programs to drive results and maximize performance.

Ensures associates adhere to company and client policies and standards.  

Assists in the development of call scripts and call handling strategies to improve performance. 

Tracks and reports the associates daily performance and productivity. 

Develops cross-training and call-handling procedures. 

Monitors and maintains work volume statistics.  

Monitors associate’s calls to ensure employee is meeting demeanor, accuracy, and conformity to company and client policies.   

Takes escalated customer calls. Answers questions and recommends corrective services to address customer complaints.  

Assists in determining work procedures, prepares work schedules, and expedites workflow.  

Maintains the attendance records for associates using the timekeeping system. Reviews attendance daily and edits as necessary to ensure an accurate payroll is processed.  

Addresses and resolves employee grievances under company guidelines and with assistance from human resources. 

Completes and presents associate’s annual performance appraisals. 

Conducts job candidate interviews and makes hiring decisions with assistance from HR.   

Supervisory Responsibilities

Directly supervises 10-25 employees in a call center production environment. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, ACT complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation and training