Call Center Operations Manager

Job Description

We are seeking a highly skilled and motivated Call Center Operations Manager to oversee our customer service operations in Jersey City. The ideal candidate will be responsible for managing a team of professionals, optimizing call center processes, and ensuring exceptional customer satisfaction.

Responsibilities

• Lead initiatives to improve call center performance and customer satisfaction ratings.
• Prepare and present reports on call center operations to senior management.
• Ensure that customer service team meets or exceeds key performance indicators.
• Coordinate with IT to maintain optimal customer service software.
• Build strong relationships with key stakeholders across the organization.
• Develop and implement customer service policies and procedures.

Requirements

Education

• Bachelor’s degree in a related field
• Master’s degree preferred

Experience

• 5+ years of experience in customer service leadership

Technical Skills

• Data Analysis
• Project Management

Soft Skills

• Problem-solving
• Critical Thinking

Certifications

• Six Sigma Certification

Languages

• Spanish: Conversational

Advantageous

• Bilingual Communication Skills: Ability to communicate effectively in both English and Spanish.
• Experience in a high-volume call center: Prior experience in fast-paced and high-demand customer service environments.

Benefits

• Comprehensive health insurance
• Paid time off and holidays
• 401(k) with matching contributions
• Professional development and training

Company Culture

• Diversity and Inclusion: We celebrate diversity and foster an inclusive environment for all.
• Work-Life Balance: We support a healthy balance between professional and personal life.
• Supportive Leadership: Our leaders are committed to mentoring and developing their teams.