Contact Center Operations Manager

Job Description

Job Description

We are looking for a dedicated Contact Center Operations Manager to oversee and optimize the operations of our call center within a non-profit organization in Kalamazoo, Michigan. This role involves driving efficiency, managing budgets, and ensuring exceptional service delivery to support the organization’s mission. The ideal candidate will have strong leadership skills and experience in operations management, particularly in a call center environment.

Responsibilities :

• Lead daily operations of the call center to ensure efficient workflows and high-quality service delivery.
• Develop and manage budgets, ensuring resources are allocated effectively to meet organizational goals.
• Monitor and analyze performance metrics to identify areas for improvement and implement corrective actions.
• Collaborate with cross-functional teams to drive project initiatives and achieve operational objectives.
• Establish and enforce policies and procedures to maintain compliance and operational consistency.
• Train, mentor, and support call center staff to encourage growth and enhance team performance.
• Implement change management strategies to improve processes and adapt to evolving organizational needs.
• Ensure the call center aligns with the mission and values of the non-profit organization.
• Handle escalations and resolve complex issues to maintain customer satisfaction.
• Conduct regular reviews of systems and processes to identify opportunities for innovation and optimization.
• Proven experience in operations management, preferably within a call center or non-profit environment.
• Strong budgeting and financial management skills.
• Familiarity with change management principles and practices.
• Demonstrated ability to lead cross-functional projects and collaborate effectively with diverse teams.
• Excellent problem-solving and decision-making abilities.
• Strong communication and interpersonal skills.
• Ability to analyze data and metrics to drive performance improvements.
• Bachelor's degree in a relevant field or equivalent experience.