Operations Manager
Current- Manages overall performance of the call center department and employees consisting of 3 Supervisors and 60+ agents.
- Identifies and resolves operational problems using defined processes, expertise, and judgment.
- Guide and mentor, the Supervisor, and their agents to adhere to the company goals and culture.
- Assist with escalations calls and improving customer satisfaction experience.
- Oversee the Call-Center’s CRM cases/tasks/emails, to keep Call-Center Agent response-times within acceptable parameters.