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Senior Manager of Call Center Operations

Nations Info Corp is looking for a Senior Manager of Call Center Operations who will oversee and manage the company's inbound call center. Core duties include management and leadership of processes for the continuous improvement of the customer experience. The tactical focus will be on delivering excellent customer service, efficiency management, workforce planning, coaching and training. Key performance metrics include call efficiency, abandonment rate, staffing utilization, turnover, and customer satisfaction. A commitment to excellence is demonstrated through on-going staff development programs, enhancing employee engagement, service, knowledge, skills, and morale.
This position requires excellent analytical skills for analyzing operational data and making smart decisions for constant improvement of the call center performance.

Responsibilities:

Create and maintain an employee focused culture where employees are motivated, inspired, nurtured, and developed.
Maintains and improves call center operations by monitoring employee performance; identifying and resolving problems; preparing and completing action plans; monitoring key metrics including efficiency, process improvement and quality assurance programs.
Manages the interviewing process and hiring of new employees; orienting, training, assigning, coaching, counseling, and disciplining employees; administering employee scheduling systems
Conduct staff meetings to ensure the team understands policy and procedural changes, market conditions and are as effective, efficient and productive as possible
Meets call center financial objectives by estimating spending requirements; preparing budgets; scheduling expenditures; analyzing variances; initiating corrective actions.
Support broader strategies, set direction, build team effectiveness, and balance operating priorities
Working cross-functionally to drive visibility and collaborative improvements for each area of opportunity
Monitor and provide guidance on and suggestions for continuous process improvement

Skills & Qualifications:
Excellent customer service, interpersonal, and communication skills including: politeness, confidence, tact, patience, and diplomacy while dealing with customer/employee concerns
Proven leadership skills, with the ability to lead, coach, motivate and supervise teams.
Strong work ethic and schedule flexibility
Minimum 5 years experience in call center supervision
Proficiency in Microsoft Office and Googledocs
Expert knowledge of Excel
Excellent technical and analytic skills
Experience with Five9 is a plus
Slightly obsessive in all the right ways
Bachelor's Degree preferred.



Application Procedures:
This position will be located in Santa Barbara, California. Nations Info Corp is an Equal Opportunity Employer and offers a competitive total compensation package and a casual, results-driven work environment. When applying please submit cover letter, resume and salary history to: email removed

Employment Details:
Location: Santa Barbara, CA
Status: Full time
Benefits include company sponsored 401K, with company match (after 1 year of employment)
Additional benefits include: Health, Vision, Dental Insurance, Life Insurance and Long Term Disability
Vacation Benefits
Salary: Competitive, based on experience

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