What are the responsibilities and job description for the Site OPS Manager position at YoungWilliams?
Summary of Position
The Operations Manager provides leadership and direction to the Supervisors, team leaders, and Customer Service Representatives (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- Responsible for the day-to-day performance and development of the team leaders and Customer Service Representatives on their team
- Directs Supervisors
- Assists in performing Quality Assurance reviews of completed work, identifying performance and deficiencies, and working with the QA department to address any issues
- Provides leadership and direction to ensure Contract performance and customer satisfaction goals are met
- Participates fully in State and internal initiatives and meetings when required
- Regular and timely attendance
- Other duties as assigned
Associates Degree
Required Experience- At least five years of experience with Contact Service Center operations using CRM
- At least two years of experience in a leadership position
- At least two years of experience with State operations
- Proficiency using Microsoft Office Suite