Call Center Operations Manager

ID
2017-2720
Pos. Category
Management
Phoenix
AZ
Created Date
8/7/2017
Type
Regular Full-Time

Overview

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Lexington Law is the leading firm in credit report repair. Lexington Law offers quality services with a long commitment to credit correction research and development, drawing on its 24 years of experience assisting over half million clients in their credit repair efforts. Today, Lexington Law continues to be a driving force helping clients take action on their credit, and remains the trusted leader in credit report repair.

 

 

 

Responsibilities

CALL CENTER OPERATIONS MANAGER

The Operations Manager is a highly visible leader responsible for day-to-day planning, measuring and executing contact center service quality and operations for the Customer Experience Department. This position is responsible for building and maintaining long-term internal and external relationships as well as guiding the development of a leadership framework and delivering a range of enterprise-wide initiatives aimed at building a deeper, more flexible leadership bench to serve our growth strategies. The Operations Manager will work closely with front level management, support departments, internal stakeholders and other leaders in support of business needs.  It is important that this person not only work closely with leadership to implement business strategies and initiatives, but to also live our Core Values each day: INTEGRITY, TEAM, INNOVATION and PRIDE to create Better Credit, Better Life (our Mantra) for each client.

 

ESSENTIAL FUNCTIONS

  • Develop and supervise a team of front line management; directing their activities for the achievement of company targets and goals.
  • Identify, monitor and articulate reporting requirements; which includes targets, specific data, anticipated outcomes and other key performance indicators.
  • Identify, recommend and support the implementation of various programs for the improvement of contact center processes through support of quality and training efforts.
  • Prepare, develop and conduct performance evaluations, make employment decisions, set up performance goals and targets for assigned team.
  • Lead and drive key initiatives that align with end state goals by working cross-functionally with internal and external teams.
  • Performs duties professionally and contributes to a positive work environment.  
  • Promote employee-centric culture that encourages employee satisfaction and engagement.
  • Other duties as assigned.

Qualifications

MINIMUM REQUIREMENTS

  • Must have the ability to work collaboratively with a variety of people at all levels within the organization to ensure effective communication and success of key initiatives.
  • Must have excellent leadership and communication skills with an ability to manage a team and the ability to lead and influence others.
  • Well-rounded Business Acumen and experience (Operations, Finance, People Management, Training).
  • Detail-oriented with effective time management, organizational and problem solving skills.
  • Ability to work independently (self-starter) and as a member of various teams or committees.
  • Calculates risk associated with sound decision-making skills.
  • Proficient on MS Office Suite, Workforce Management programs (Verint preferred).
  • Four year degree with a business focus or equivalent work experience, preferred.
  • 1-2 years of contact center experience, previous leadership experience preferred.

POSITION TYPE/WORK HOURS

This is a full-time, salaried position, and hours of work and days may vary based on business needs.

 

TRAVEL

Overnight travel may be required as business needs dictate.

 

 

IND123

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