Call Center Operations Manager

Location: Indianapolis, IN
Job Type: Direct Hire
Salary: $90,000.00 - $108,000.00
Degree: Bachelor;
Date: 11/9/2017
Job ID: 02539438
Job Description

Call Center Operations Manager Summary:
The Call Center Operations Manager will coordinate and lead the continuous improvement/Six Sigma initiatives for the order-to-cash Call Center.  They are responsible for waste identification and elimination across the facility and have the ability to work cross functionally with other Managers and team members. They will develop new Best in Class procedures and policies and roll out to the team in an organized and professional manner to keep positive employee relations.

Call Center Operations Manager Responsibilities:
  • Responsible for driving Continuous Improvement projects/activities for the order-to-cash Call Center.
  • Reviews existing operating procedures, identify efficiencies, and recommends appropriate modifications to implement improvements.
  • Makes decisions and implement processes that improve processes and customer experiences utilizing root cause analysis to identify trends in data.
  • Linking process deficiencies directly to bottom line impact.
  • Utilize Six Sigma, Lean and other process improvement best in class tools.
  • Effectively leads a team utilizing management skills including:  time management, financial management, planning, communication, delegation and organizational skills.
  • Mentor, coach and develop direct employees to effectively reach departmental goals.
  • Establish and maintain departmental policies and procedures.
  • Responsible for department performance on KPI’s (key performance indicators).
  • Monitors individual and team performance to ensure performance and quality standards are met or exceeded.
  • Prepare performance evaluations for direct reports.
  • Leads projects utilizing effective project management skills.
  • Responsible for creating/running reports and preparing PowerPoint presentations on measurement of KPI’s.
  • Works closely with IT to ensure that existing processes and reports are operating properly and to suggest improvement to both.
  • Motivates and inspires others to action utilizing effective leadership skills including problem solving, team development.
Education and Experience:
  • Bachelor’s degree (BS or BA) is required.
  • Must have recent experience with Managing a Call Center.
  • Must have Continuous Improvement/Lean/Six Sigma experience.
  • Proficient computer skills including Advanced Microsoft Excel and Power Point experience.
  • Familiar with Shared Services.
  • Must be self-motivated.
  • Work to a high level of accuracy with attention to detail.
  • Ability to work within a team environment and help drive results.
  • Strong attention to detail and follow-through skills.
  • Excellent communication skills – verbal and written.
  • Six Sigma certification is preferred.
  • Minimal travel.