Field Operations Associate managing customer experiences and product selection at Grainger. Responsible for customer - facing activities and ensuring satisfaction and loyalty.
About the role
- Senior Operations Manager overseeing call center operations for Helpware across various regions in the USA. Responsible for client satisfaction, operational efficiency, and team performance management.
Responsibilities
- Responsible for managing contact center operations activities including day-to-day site operations and workforce management for one or more accounts / programs / LOB's that contribute to the acquisition, satisfaction and retention of client contracts/agreements.
- Acts as the primary contact for client and project delivery standards and maintains cordial working relations with them.
- Ensures achievement of service levels, key performance indicators, business objectives and financial targets stipulated by clients and the company through active coordination with various Operations and Support teams (i.e Human Resources, Facilities, I.T., Finance, Training, Quality, Continuous Improvement, etc.).
- Maintains cordial and effective working relations with external clients and serves as the primary interface of clients.
- Translates client requirements into action plans for the LOB's / accounts / programs.
- Ensures that all program/account processes and procedures are adhered to and that individual/global metrics are consistently improving.
Requirements
- Three (3) to Five (5) years experience in a Managerial capacity or Two (2) to three (3) years' experience in a operations managerial capacity in Call Center Operations, Customer Service, Business Process Outsourcing, or Telecommunications.
- Expertise in call center operations, financial management, and organization required.
- Proficiency with MS Office applications or Google Suite Applications (i.e. MS Word, Excel, PowerPoint, etc...) and other call center-specific software / systems (i.e. CMS/IEX, Nice, Verint, Blue Pumpkin, etc.).
- Client relations.
- Leadership and people-management skills.
- Project management skills.
- Excellent oral and written English communication skills with professional communication skills both verbal and written business correspondence.
- Excellent financial, planning, organizing and coordination skills; Adaptive to changing work schedules and working hours.
- Active listening skills.
- Operates with minimal supervision.
- Customer focus.
- Time Management and Multitasking skills.
- Detail-oriented, Analytical, Problem-Solving and Decision-Making skills.
- Presentation Skills.
- Full-time availability to work on weekends as needed.
- Availability to travel when needed.
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