1+ months

CAC Operations Manager, Call Center

Atlanta, GA 30303
\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cstrong\u003EPOSITION PURPOSE\u003C/strong\u003E\u003Cbr /\u003EThe CAC Operations Manager - Call Center provides leadership to the contact center workforce and is actively engaged in managing teams to drive effective operations, associate engagement, associate development, and excellent customer service. The Operations Manager is responsible for driving the overall effectiveness of business unit goals for the Call Center, specifically Quality Assurance/ Process Improvement, Training / Knowledge Base, Workforce Management / Staffing and direct management of Production associates. The Operations Manager provides direction and ongoing management of the center to include driving operational metrics, expense control, and staffing. They will be actively involved in building customer service enhancements and process improvements. The incumbent is also responsible for leading and directing strategic initiatives that enable the center to continue meeting/exceeding KPIs. Responsible for driving and maintaining elevated performance and profitability through lead performance, project work and technology enhancements to increase productivity. Must develop recommendations, prioritize issues and develop solutions by meeting and working with a diverse group of people. Acts as the point person for Supervisors and acts as the primary point of contact in the Senior Manager, Call Center Operations absence.\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003EMAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES\u003C/strong\u003E\u003Cbr /\u003E25% - Effective Leadership: Provide effective leadership, associate development and engagement, and lead a team that drives call center performance towards achievement of quality standards and performance metrics. \u003Cbr /\u003E 25% - Strategy: Identify and address performance deficiencies by developing and executing performance improvement plans, training and coaching strategies \u003Cbr /\u003E 20% - Performance Management: Provide actionable insight to business partners and Senior Manager, Call Center Operations on customer trends and opportunities to drive lead improvement. Will be responsible for executing recommended solutions. Ensure priorities align with objectives and goals. \u003Cbr /\u003E 20% - Process Improvement: Analyze data to identify and implement process improvements which seek to increase associate efficiency and effectiveness. This may involve project work and technology improvements. \u003Cbr /\u003E 10% - Staffing: Responsible for appropriate selection, termination, performance management, and professional development of staff.\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003ENATURE AND SCOPE\u003C/strong\u003E\u003Cbr /\u003EThis position reports to the Sr. Manager. \u003Cbr /\u003EThis position has 0 direct reports.\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003EENVIRONMENTAL JOB REQUIREMENTS\u003C/strong\u003E\u003Cbr /\u003E\u003Cstrong\u003EEnvironment: \u003C/strong\u003E\u003Cbr /\u003ELocated in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003ETravel: \u003C/strong\u003E\u003Cbr /\u003ETypically requires overnight travel 0% to 10% of the time.\u003C/div\u003E\u003Cdiv data-field=\u0022Postion_Requirement\u0022 class=\u0022Requirement\u0022\u003E\u003Cstrong\u003EMINIMUM QUALIFICATIONS\u003C/strong\u003E\u003Cbr /\u003EMust be eighteen years of age or older.\u003Cbr /\u003EMust be legally permitted to work in the United States.\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003EAdditional Minimum Qualifications:\u003C/strong\u003E\u003Cbr /\u003EMust have 3-5 years leading exempt supervisors or managers \u003Cbr /\u003EMust be able to work a flexible schedule to include evenings and weekends and holidays as required to support the business\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003EEducation Required:\u003C/strong\u003E\u003Cbr /\u003EThe knowledge, skills and abilities typically acquired through the completion of a bachelor\u0027s degree program or equivalent degree in a field of study related to the job.\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003EYears of Relevant Work Experience: \u003C/strong\u003E5 years\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003EPhysical Requirements:\u003C/strong\u003E\u003Cbr /\u003EMost of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.\u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003EPreferred Qualifications:\u003C/strong\u003E\u003Cbr /\u003EWorking knowledge of Microsoft Office Suite \u003Cbr /\u003EWorking knowledge of Tableau \u003Cbr /\u003EWorking knowledge of presentation software (e.g., Microsoft PowerPoint) \u003Cbr /\u003EDemonstrated ability to collaborate and work effectively with cross-functional teams \u003Cbr /\u003EAbility to convey complex or technical ideas and processes in easy-to-understand terms to diverse audiences \u003Cbr /\u003EAbility to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers \u003Cbr /\u003EExcellent written and verbal communication skills \u003Cbr /\u003EKnowledge of Salesforce Outbound calling strategy\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003EKnowledge, Skills, Abilities and Competencies: \u003Cbr /\u003E\u003C/strong\u003EAction\u003Cstrong\u003E \u003C/strong\u003EOriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm \u003Cbr /\u003E Builds Effective Teams - Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals \u003Cbr /\u003E Business Insights - Applying knowledge of business and the marketplace to advance the organization s goals \u003Cbr /\u003E Collaborates - Building partnerships and working collaboratively with others to meet shared objectives \u003Cbr /\u003E Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences \u003Cbr /\u003E Develops Talent - Developing people to meet both their career goals and the organization s goals \u003Cbr /\u003E Drives Engagement - Creating a climate where people are motivated to do their best to help the organization achieve its objectives \u003Cbr /\u003E Drives Results - Consistently achieving results, even under tough circumstances\u003C/div\u003E

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Posted: 2019-11-07 Expires: 2020-01-09

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CAC Operations Manager, Call Center

Home Depot
Atlanta, GA 30303

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