Onsite Call Center Operations Manager-Qualfon

Highland Park, MI
October 31, 2024
Full Time
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Job Description

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Job Title: Onsite Call Center Operations Manager

Company: Qualfon

Location: Highland Park, MI

Pay:

AI Pay Analysis: To analyze the hourly rate for the “Onsite Call Center Operations Manager” role in Highland Park, MI, I would need specific figures; however, I can provide general insights. Typically, the hourly rate for this position can range from $25 to $45, depending on experience, company size, and specific responsibilities. In suburban areas like Highland Park, rates may fluctuate based on local demand and cost of living. If the rate offered is within or above this range, it may be considered competitive and in line with industry standards. It’s also beneficial to compare this rate against compensation data from similar roles in the surrounding Detroit metropolitan area to ensure it aligns with broader market trends.

Job description:

Are you looking to take on a leadership role that emphasizes exceptional customer service while working with a prestigious Fortune 500 company? We invite you to consider an exciting opportunity as the Call Center Operations Manager, located in the Detroit, MI Metro Area, requiring an on-site presence. This position necessitates a flexible schedule, including availability on weekends.

Key Responsibilities:

As the Operations Manager, you will be pivotal in maintaining a customer-centric focus within our contact center. Your responsibilities will include managing operations to meet client-defined metrics, with an emphasis on client satisfaction and exceeding expectations in the following areas:

  • Client Scorecard
  • Quality Assurance
  • Adherence to Standards
  • Turnaround Times
  • Throughput Metrics

You will analyze statistical reports and arrival patterns to ensure optimal staffing levels are maintained in order to meet service level agreements. Conducting Focus Group Discussions (FGD) will also be a key responsibility to address concerns raised by employees at all levels.

Additionally, you will oversee operational management of accounts, ensuring that production, cost, and financial outcomes align with internal metrics, including:

  • Manpower Utilization (Internal Productivity)
  • Attrition Rates
  • Production Hours
  • Revenue and Spending Forecasting to align with revenue and EBIT goals
  • Maximizing financial performance by managing productivity metrics such as actual vs. paid hours, production statistics, and operating costs
  • Monitoring and analyzing metrics related to productivity and financial performance

Active Communication:

This role will require direct communication with Vendor Management Offices across the U.S., which includes:

  • Organizing and participating in conference calls
  • Utilizing electronic communication platforms such as email, chat, and SMS
  • Managing and overseeing operational escalations
  • Strategizing, operating, providing feedback, and handling escalations effectively
  • Delivering regular updates on account performance

Analysis and Action Planning:

  • Evaluating operational outcomes to identify opportunities for improvement and implementing action plans
  • Identifying process gaps and creating improvement strategies
  • Developing and executing strategic action plans and workflow processes
  • Presenting concerns and improvement suggestions during weekly meetings

Talent Development:

  • Identifying and nurturing key talent within the organization
  • Providing timely feedback and coaching to enhance performance
  • Recommending and facilitating training programs
  • Creating development plans to bridge leadership gaps as necessary

Personnel Management:

  • Leading follow-up meetings and preparing agendas
  • Anticipating departmental training requirements to achieve desired Full-Time Equivalent (FTE) levels
  • Designing programs aimed at enhancing employee motivation and fostering a positive work culture
  • Providing leadership for management initiatives to enhance communication and drive performance

Required Skills and Experience:

  • A minimum of 5 years of experience in Back Office Call Center Operations and Production, including 2 to 4 years in a managerial role overseeing supervisors
  • Advanced proficiency in Microsoft Excel
  • Strong familiarity with Microsoft Office applications
  • An active Property & Casualty insurance license is preferred but not mandatory at this time.

Preferred Qualifications:

  • Previous military experience or connection as a military dependent
  • Six Sigma Green Belt certification (offered by Qualfon)
  • Proficiency in Microsoft Office products, particularly Excel, PowerPoint, and Outlook
  • Experience in report generation and data analysis

If you are passionate about delivering outstanding customer service and possess the requisite skills and experience, we warmly encourage you to apply. Join our team and contribute to our commitment to customer-centric operations.

EQUAL OPPORTUNITY STATEMENT
QUALFON is an equal opportunity employer committed to diversity and inclusion. We provide equal employment opportunities (EEO) to all employees and applicants regardless of race, color, religion, gender, sex (including pregnancy and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, ancestry, veteran status, or any other characteristic protected under applicable federal, state, or local law.

Job Posting Date: Thu, 31 Oct 2024 08:02:51 GMT

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