Call Center Operations Manager

Company: EMS, Inc.
Location: Omaha
Posted on: November 22, 2021

Job Description:

Operations Manager

At EMS, we "Contact Center" differently. We support our customers and clients every step of the way and provide an excellent customer service experience.

The Position:

Come help us provide the best possible service and experience to our clients and customers while also helping our agents succeed!

The Operations Manager oversees the daily activities and operations to maximize resources and meet or exceed client expectations and contractual standards. - This positions works closely with Operations Supervisors, trainers, and quality assurance to achieve team efficiency, training, quality standards, best practices, and accountability. You will maintain a professional working relationship with company employees and clients to foster a cooperative team environment, which will be conducive to employee morale, productivity and efficiency.

You will need :
Excellent teamwork and time management skills
Analytical skills and statistical background
Attention to detail, the ability to multi-task and operate in a changing environment
Creativity, a think outside the box mindset, and the ability to come up with ideas in aiding client satisfaction and customer service
To be a self-starter, results focused, persuasive and a competitive personality with a strong work ethic
The ability to travel as needed

Nice to Have :
Bachelor's degree in Operations Management, Business Management, or equivalent experience
Three years previous operations management experience including forecasting, scheduling and real-time operations management
Three years' experience in a production or call center environment
Experience supervising, coaching and developing staff

EMS Offers :
Paid on-the-job training
Medical, dental, vision, and life insurance
Casual dress attire
Individual work spaces
Complimentary breakfast on Fridays
Free parking
North-West Omaha location

Keywords: EMS, Inc., Omaha , Call Center Operations Manager, Executive , Omaha, Nebraska