Assistant Ticket Operations Manager for Duke Athletics overseeing box office functions and ensuring excellent customer service while managing game day logistics.
About the role
- Senior Operations Manager at Helpware responsible for managing day-to-day contact center operations and client relations. Overseeing KPIs, financial targets, and team leadership in multiple locations.
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.
- 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.
- Ensures that all program/account processes and procedures are adhered to and that individual/global metrics are consistently improving.
- Has full P&L responsibility for all programs / accounts / LOB's managed and supported.
- 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.
- Establishes open and honest communication regarding all aspects of the accounts'/programs'/LOB's performance.
- Monitors account / program / LOB performance to ensure that profitability and efficiency are maintained and improved.
- Conducts interval business reviews, ensuring that contract metrics and service levels and KPI agreements are met.
- Upholds company policies and drives for adherence to such policies.
- Manages costs and expenditures efficiently and wisely within budgeted guidelines.
- Maintains a high level of morale and productivity within the LOB's / accounts / programs.
Requirements
- Five (5) to Eight (8) years experience in a Managerial capacity
- 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.
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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