Sr. Site Operations Manager

Job Title:  Sr. Site Operations Manager

 

Position Summary:

 

If you’re looking for a career where teamwork combines with excellence, where innovations blend with creative thinking, and support for career enhancements is inherent, then we want you to help us 'make it happen' as the Sr. Site Operations Manager with Harte-Hanks in Austin, TX. We provide state-of-the-art processing, customer care and management via a variety of channels--from web-based solutions to more traditional teleservices -- for businesses ranging from computer hardware and software manufacturers to financial services companies.

 

 

Reporting to the Vice President of Contact Center Operations, this position will have responsibility for an 850 seats Contact Center that provides inbound customer care and support services to leading companies.  The Sr. Site Operations Manager is responsible for managing Operations Managers, achieving contractual account performance metrics and working with supporting groups such as HR, Training, Quality, Workforce Management and Business Intelligence.

 

Responsibilities of this position include:

·Provides leadership to create and maintain an environment that fosters high productivity, morale, creativity, success, and employee retention.Develop and maintain a staff of capable managers and supervisors on the call center floor. Ensures operations delivery of client requirements per contractual agreement. Continuously evaluates processes and identifies opportunities for improvement.  Drives improvements in overall service levels, transactional efficiencies & cost management. Implements new processes, procedures and technologies as needed. Promotes positive employee relations. Manages and motivates call center staff to meet performance goals and customer satisfaction goals. Ensures that all inbound and call center incentives are developed and executed as planned. Maintains and monitors performance, production, attendance and punctuality records, reviews and appraisals for staff. Monitors adherence to company quality monitoring goals. Ensures adherence to company policies. Responsible for the supervision, coaching, monitoring, training, reviewing, disciplining of assigned staff.

 

Requirements:

-  Thorough knowledge of inbound contact center operations

-  Knowledge of contact center & workforce management technology 

-  Demonstrated ability to interact with peers, senior management and other departments in a professional manner

-  Strong organizational, leadership and interpersonal management skills

-  Demonstrated communication skills both written and verbal.

-  Must be able to foster a positive and productive work environment, with ability to lead, build teams, and motivate staff

-  Ability to work in a dynamic fast paced atmosphere

-  Solid understanding of computer basics (Windows, Excel, Word, Operating Systems and the Internet) 

-  Ability to speak, read & write in English

-  4-year college degree

-  5 years min. inbound call center management experience

 

 

 

Preferred Qualifications:

-  Experience with COPC

-  Six Sigma Certification (Yellow Belt or Green Belt)

 

 

All applications will be considered without regard to age, race, religion, color, gender, disabilities or national origin.