About Harte-Hanks:

If you’re looking for a career where teamwork combines with excellence, where innovations blends with creative thinking, and support for career enhancements is inherent, then we want you to help us "make it happen" as a Call Center Operations Manager with Harte-Hanks Direct Marketing in Texarkana, TX. We provide state-of-the-art lead processing, customer care and management via a variety of channels--from web-based solutions to more traditional teleservice--for businesses ranging from computer hardware and software manufacturers to financial services companies.

Position Summary:

The Call Center Operations Manager is responsible for planning, organizing, and managing all operational activities for a large inbound customer care account. Our call center is a multi-site, multi-shift, 7-day per week operation.

Essential Functions and Responsibilities:

·         Direct the forecasting and scheduling of daily workforce.

·         Continuously evaluate workflow and identify opportunities for improvement.

·         Track and measure individual and team productivity and quality results for staffing forecasts.

·         Drive improvements in overall service levels, transactional efficiencies & cost management.

·         Implement new processes, procedures and technologies as needed.

·         Manage and motivate call center staff to meet customer service performance goals. Ensure that all inbound and call center incentives are developed and executed as planned.

·         Maintain and monitor performance, production, attendance and punctuality records, reviews and appraisals for staff.

·         Monitor adherence to company quality monitoring goals.

·         Ensure adherence to company policies.

·         Responsible for the supervision, coaching, monitoring, training, reviewing, disciplining of assigned staff.

Required Experience and Skills:

·         Thorough knowledge of inbound call center operations.

·         Understanding and ability to execute inbound programs to ensure service levels and financial objectives are met.

·         Strong planning, forecasting, problem-solving and analytical skills.

·         Proven ability to develop and produce reports from existing systems, analyze them and make informed recommendations.

·         Knowledge of current call center & workforce management technology.

·         Demonstrated ability to interact with peers, senior management and other departments in a professional manner.

·         Strong organizational, leadership and interpersonal management skills.

·         Possess budgeting and financial planning skills.

·         Demonstrated communication skills both written and verbal.

·         Must be able to foster a positive and productive work environment, with ability to lead, build teams, and motivate staff.

·         Possess excellent knowledge of manpower planning and scheduling in a customer service environment.

·         Ability to work in a dynamic fast paced atmosphere.

·         Solid understanding of computer basics (Windows, Excel, Word, Operating Systems and the Internet).

·         Ability to speak, read & write in English.

Preferred Qualifications:

·         4 years minimum inbound call center management experience.

·         Degree preferred.

·         Experience with post-sales operations.

·         Experience with TCS scheduling software & Workforce Management Systems.

·         Experience with high tech environment.

·         Bilingual

Compensation and Benefits:

Harte-Hanks offers attractive compensation plans along with a comprehensive benefits offering including:  Medical, Dental, Life, PTO, 401k, Flexible Spending Accounts, Disability, Educational Assistance and Employee Referral Bonus plans.  Harte-Hanks is respected as an employer of choice due to our numerous career opportunities, our highly talented team members, our world-class reputation, and our impressive client portfolio.  If the fit is right, consider bringing your talents to our team to help us continue to make it happen!

Note:    The information listed above is intended to describe the general nature and level of this position.    Essential functions and responsibilities may change as business needs require.

Harte-Hanks is an EEO/AA Employer