Operations Manager - Brownsville TX - Cell Center Management

Operations Manager - Brownsville TX - Cell Center Management

ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please follow the next steps.

Develop, implement, assess and improve day to day operations of inbound call center in order to meet and exceed all aspects of client needs and requirements according to policies and procedures. This position is 100% onsite in Brownsville, TX. Work at home is not available for this position.

Responsibilities

Your Responsibilities

• Oversee day-to-day call center operations and business planning, ensuring staff safety, physical site security, human resource development, operational efficiency and service quality excellence
• Assume accountability for the delivery of value added operations management services in support of approximately 500 1000 call center agents, technology professionals, and project managers
• Develop and implement operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale
• Manage compliance and reporting for all call center operations including call volume forecasting and staffing, client service commitments, budget, forecasted hours versus actual hours, payroll, etc.
• Oversee center wide human resource recruiting, training, development and retention.
• Manage and develop center human resources, training, facilities, and IT staff
• Participate as a value adding member of the TP USA management team
• Promote the highest standards of ethical and professional conduct through demonstrated individual performance
• Develop and manage the operating budget for the specific call center operation
• Thrive as a team player in a fast paced, high energy, change oriented environment
• Perform other related duties and assignments as required by manager