Are you a strategic thinker and people-first leader who thrives in a fast-paced, mission-driven contact center environment? Pearl Interactive Network is seeking accomplished Operations Managers (OMs) to join our Talent Community as we prepare for future operations .
If you're passionate about performance, process improvement, and team development, let's stay connected.
The Operations Manager (OM) is responsible for managing, coaching, and developing a team of Supervisors.?The Operations Manager will ensure quality, productivity, and Key Performance Indicators (KPI) are achieved.??
Operating Hours: 8 am - 8 pm EST Monday-Friday
Technical Equipment and Remote Office Requirements:
Technical Equipment and Remote Office Requirements:
Broadband internet connection with a minimum download speed of 25 Mbps and upload speed of 5 Mbps. No Satellite Connections. Test your network at speed.cloudflare.com to verify before you apply.
Ethernet cable access. Wi-Fi-only connectivity is prohibited.
Private and secure workspace within your home. Away from noise and distractions.
Computer equipment, monitor, and headset provided.
Essential Duties and Responsibilities:
Responsible for the day-to-day management of an individual contact center, including contact center supervisors.??
Monitor the quality of each supervisor's team and ensure they are providing appropriate and timely coaching to the CSRs to improve performance.?
Work with Senior Site Manager to advise supervisory staff on disciplinary and termination actions in conjunction with the human resources department.?
Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments.?
Establish a high standard for productivity, quality, customer service as well as define user guidelines.?
Manage and improve center performance through performance monitoring, problem resolution, system audits, and quality assurance measures.?
Aid the human resources department in the recruitment process by interviewing potential hires and outlining clear job expectations.?
Prepare the annual budget after estimating necessities, correcting overspending, analyzing cost variance and scheduling expenses.?
Summarize, collect and analyze call center trends and data for regular performance reports.?
Oversee system maintenance and upgrade implementation. Call for repairs and troubleshooting as needed.?
Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects.?
Determine a course of action and modify existing procedures and methods based upon the interpretation of general policies of the functional area.?
Meet with Supervisors and Senior Manager for Weekly 1:1 and Manager Team Meetings.?
Participate in Business Process and Consistency Reviews.?
Promote a positive team-oriented and employee participative culture.?
Has a solid understanding of company policies and procedures.?
Participate in programs to recognize and reward quality performance.?
Perform other related tasks as assigned.?
Education and/or Work Experience Requirements:
Bachelor's degree in business management preferred.??
Minimum 3 years of related experience in operations, customer service, including supervisory or equivalent military experience.?
Experience in implementation of call center services organization and other startup operations.?
Excellent interpersonal skills and self-sufficient.??
Demonstrated knowledge/experience in infrastructure management including facility, IT support & business processes.?
Intermediate to advanced user of MS Outlook, Calendar, Excel (Office 365 - 2016) and SharePoint.?
Experience with a wide range of web-based applications and cloud services including document storage.?
Excellent verbal/written communication skills including follow through.?
Strong time management skills with the ability to quickly assess priorities and make adjustments as needed.?
Maintain positive relationships and work well within a team, both in-office and virtual.??
Ability to solve complex problems and issues.?
Strong analytical skills to interpret and forecast financial budgets.?
Develop, recommend and implement plans for continuous process improvement.?
Strong leadership experience and skills.?
Great customer relations skills and experience.?
Flexibility and willingness to perform other duties as assigned.?
Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to speak and hear. The employee is frequently required to walk, sit and use hands to manipulate, handle, or feel. The employee is occasionally required to stand and reach with hands and arms.
The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus. The person in this position frequently communicates with co-workers, peers, management, and clients which may involve delivering presentations in-person and/or remotely. Must be able to access, exchange, communicate and converse accurate information in these situations. Constantly operates a computer, mobile phone and other IT peripherals.?
The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. Pearl management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.
Background Investigation, Security/EQIP Clearance, Drug Screen and Skills Assessments May Be Required
Pearl Interactive Network, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
