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SalaryWe are currently seeking an experienced Contact Center Operations Managerfor our sales and customer support center. This position is 100% remote and can be based anywhere in the U.S.
The Operations Managerwill plan, coordinate, and manage all operational activities for an assigned Omnichannel Contact Center team in a work-at-home, multi-shift environment. This position wears many hats, however, the primary focus is on improving and driving sales. Through strong leadership and dedication to service, the Operations Manager will create a work atmosphere that promotes exceptional results. This position has hiring, development, and performance management responsibility for direct reports.
The ideal candidate will have experience leading a team of front-line representatives, ensuring customers receive a best-in-class experience using their preferred method of engagement. In addition to their strong leadership skills, this leader will bring their ability to analyze contact center reports and act as needed. They will bring their willingness to challenge the status quo and think beyond basic duties and generate ideas.
The Operations Managerwill plan, coordinate, and manage all operational activities for an assigned Omnichannel Contact Center team in a work-at-home, multi-shift environment. This position wears many hats, however, the primary focus is on improving and driving sales. Through strong leadership and dedication to service, the Operations Manager will create a work atmosphere that promotes exceptional results. This position has hiring, development, and performance management responsibility for direct reports.
The ideal candidate will have experience leading a team of front-line representatives, ensuring customers receive a best-in-class experience using their preferred method of engagement. In addition to their strong leadership skills, this leader will bring their ability to analyze contact center reports and act as needed. They will bring their willingness to challenge the status quo and think beyond basic duties and generate ideas.
Responsibilities :
This person will lead multiple ancillary projects while simultaneously driving team performance to achieve exceptional customer survey results. Additional responsibilities include:
- Attendance Management, Team Huddles, Team Training, Employee Engagement
- P&P Creation and Maintenance
- IB and OB Workforce Scheduling
- Call Queue Management and Call Calibrations
- Client Interaction
- Report Generation/ Analysis and Lead Flow Diagnostics
Qualifications:
- 2+ years leading teams in a contact or service-center environment with proven track record of success
- College Degree preferred, or equivalent experience managing 10+ people
- Experience with CCaaS technology, NICE CxOne highly preferred
- Customer Relationship Management experience (Salesforce or similar)
- Demonstrated experience with post-sales customer retention and churn reduction
- Excellent verbal and written communication skills; professionally represent Anywhere Leads
- Ability to manage multiple projects and tasks – attention to detail is critical
- Financial aptitude
- Demonstrated ability to think critically and creatively to develop solutions and strategies
- Solid background in Employee Engagement- proven passion for leading and developing others
- Strong understanding of real estate terminology
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Exciting News:
EEO Statement: EOE AA M/F/Vet/Disability
Compensation Range:
$70,000 - $80,000 ; At Anywhere, actual compensation within that range will be dependent upon the individual’s skills, experience, and qualifications.
