The Operations Manager will ensure the delivery of Inbound & Outbound Programs at an acceptable margin while meeting the client expectations.

Responsibilities:

• Overall accountability for assigned programs.
• Responsible for 60+ employees and will directly manage up to 4 supervisors.
• Monitor production, service level & quality, along with making adjustments as needed.
• Internal reporting on a monthly basis to the Director of US Call Center Operations.
• Analyze trends in performance on programs and make appropriate recommendations to ensure peak performance.
• Must be able to motivate, develop and drive a team
• Ensure individual agent success through continuous evaluation, constructive coaching and results-oriented motivation.
• Evaluate performance of direct reports and provide coaching and development.
• Ensure profitability for programs.
• Maximize available resources / allocate resources appropriately.
• Negotiate timelines with clients, Client Services and Sales personnel.

Requirements:

• Bachelor’s Degree preferred
• Minimum 5 years of call center supervisory / management experience
• Specific outbound telemarketing management experience required
• Demonstrated understanding of the selling process, with the ability to comprehend and execute the sales process.
• Strong customer service and team work skills.
• Excellent oral and written communication skills.
• Ability to manage multiple projects / multi-task.
• Strong organizational and time management skills.
• Extreme flexibility and ability to work under pressure.
• Excellent analytical skills.
• Proficient in MS Word, Excel, Outlook and PowerPoint.

Concentrix is a sophisticated Business Process Outsourcing (BPO) firm, offering a suite of complementary services that help make our clients more profitable. Since 1983, our company has been recognized as an outsourced marketing services innovator, offering clients the latest in emerging technology and business process. We have nearly 3,500 employees delivering outsourced programs from locations worldwide. At Concentrix, we develop and deploy a variety of programs and solutions, including sales and marketing services; technical and customer support; direct mail production; and back office solutions.  www.concentrix.com