Call Center Operations Manager

This role will require on-site presence at our facility in Irving, TX.

Qualfon’s mission is to help as many people as possible pursue their total vocation—as individuals and as members of society—by creating an ever-growing number of job opportunities as we strive to become the outsourcer of choice for our clients!

What we offer:

• All team members can further their education and earn a college degree through the Qualfon University program
• We lead by example to ensure our fantastic team members and supervisors embrace and live the Qualfon Mission & Values
• Team members have FREE access to personal and professional support through the Qualfon coach program
• Competitive wages
• Opportunities to earn additional income through incentives
• Qualfon is dedicated to ensuring all team members have Fun@Work!

The Operations Manager will:

Manage the operations ensuring the results of the metrics set by the clients

• Ensures Qualfon complies with the performance metrics for client satisfaction and exceeding expectations and Performance Metrics (among others):

- Scorecard (Client)

- Quality

- Adherence

- Turn Times

- Throughput

• Analyzes report statistics and arrival patterns to ensure adequate staffing to ensure established service levels are achieved
• FGD (Focus Group Discussions) to help identify and address concerns from all levels of employees on the account
• Manage the accounts at the operational level, ensuring the production, cost and financial results of the metrics set internally
• Ensures Qualfon DSG complies with the internal metrics:

- Manpower Utilization (Internal Productivity)

- Attrition

- Production (hours)

- Forecasts account revenue and spending and to align so that revenue and EBIT goals are being met

- Understands and maximizes impact on financial performance of the operations department

- Manages report of productivity in terms of hours has produced vs. Paid hours

- Manages statistics on production (hours of operation), operating costs

- Monitors and analyzes the internal metrics related to the Productivity and Direct Costs, indirect cost, all related to the Financial part

Active communication and direct point of contact with the Vendor Management Offices in the US

• Organizes and attends Conference Calls
• Uses electronic (E-mail, chat, SMS)
• Makes and oversees Operational Escalations
• Strategizes, operates, gives and receives feedback, and escalations
• Provides updates as to the performance of the accounts

Analysis of results and Action Plan creation

• Analyzes areas of opportunity based on results obtained in different operational stages at the strategic level and produce and implement action plans
• Identifies gaps
• Defines action Plans for improvement
• Develops and implements strategic action plans and workflow processes
• Brings concerns and suggestions for improvement to the ManCom in their weekly meetings and deliberations

Talent Development

• Identifies and develop key personnel
• Provides feedback & coaching in timely manners
• Identifies and recommends training
• Identifies gaps in leadership team and create training and development plans to fills gaps as necessary

Personnel management

• Follows up meetings
• Organizes the agenda
• Forecasts to department training needs to meet desired FTE
• Develops and implements programs that enhance employee motivation and maintain positive work environment
• Provides leadership for management initiatives to develop a good communication between its member to drive performance

Area of expertise (Skills):

• Must possess at least 5 years’ experience in Call Center Operations and Production, with at least 2 to 4 years in a managerial capacity overseeing Supervisors as opposed to Agents
• Advanced Microsoft Excel skills is required
• Microsoft Office skills
• Prior Sales experience required
• Telecommunications experience is preferred

Other Skills and Experiences:

• Comfortable with all Microsoft Office products (i.e., Excel, PowerPoint, Outlook, etc.)
• Familiarity with pulling reports and analyzing data

EQUAL OPPORTUNITY STATEMENT QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed servicemember status and any other characteristic protected under applicable federal, state or local law.

If you would like to fill out a Voluntary Self-Identification of Disability Form, please visit us at Qualfon.com/join-us - https://qualfon.com/join-us/

Job Type: Full-time

Pay: Up to $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Education:

• High school or equivalent (Preferred)

Experience:

• Call center: 5 years (Required)
• Call center management: 2 years (Preferred)

Shift availability:

• Day Shift (Required)
• Night Shift (Required)

Ability to Commute:

• Irving, TX 75015 (Required)

Work Location: In person

Benefits:

Salary : $60,000