What are the responsibilities and job description for the Operations Manager position at YoungWilliams PC?
Summary of Position
The Operations Manager provides leadership and direction to the Supervisors, team leaders, and CSRs to ensure project and team goals are met in accordance with contractual obligations. The Operations Manager will be responsible for ensuring that all calls are answered timely, accurately, and in a friendly and professional manner. This position requires excellent interpersonal, organizational, written, analytical, and spoken communication skills along with supervisory and leadership skills.
Essential Job Requirements
- Assists the Project Manager in leading and supervising the VDSS Contact Service Center
- Responsible for the day-to-day performance and development of the team leaders and Customer Service Representatives on their team
- Handles escalated customer calls which requires a thorough knowledge of the DCSE and DBP departmental policies and procedures when necessary
- Directs Supervisors
- Assists in performing Quality Assurance reviews of completed work, identifying performance and deficiencies, and working with the QA and Training departments to develop ongoing refresher training for individuals or the entire operational staff
- Provides leadership and direction to ensure Contract performance and customer satisfaction goals are met
- Identifies business process work flows and implements process changes for continued improvement
- Participates fully in State initiatives and meetings when required
- Utilizes Power BI Reporting for management
- Regular and timely attendance
- Other duties as assigned
Required Education
Associate’s degree or Business school degree required
Required Experience
- At least five years of experience with Contact Service Center operations using CRM
- At least two years of experience working Division of Benefit Programs, (DBP) and VDSS Division of Child support Enforcement (DCSE)
- At least two years of experience in a leadership position
- Proficiency using Microsoft Office Suite
- Experience in administration management, including experience resolving personnel actions
- Experience in fiscal and contract management and developing creative solutions to complex problems
- Successful record of accomplishment for leading, motivating, counseling, and training employees
- Leadership and management capabilities in a multifunctional, multicultural environment
- Superior organizational, interpersonal, and communication skills
- Ability and attitude to provide outstanding customer service to both internal and external customers
- Self-motivated with the ability to prioritize and make independent decisions
- Detail and results-oriented with initiative and a follow-through approach to completion
