Call Center Operations Manager

Operations Manager (ENG/ESP preferred)

Who is S&P Data?

S&P Data is a leading North America contact center group. We have multiple, right-sized contact center facilities located throughout the US and Canada. No offshore call centers for us. Our centers are state-of-the-art. They are large enough to justify a major investment in technology yet small enough to sustain our unique culture.

S&P is not the contact center partner for everyone. We’re neither the biggest nor the lowest cost option. Yet our clients stay with us for years. Why? Bottom line, they love working with S&P. Also, it could be because the folks that chose S&P tend to get promoted. That’s an endorsement we’ll take any day.

Who are we looking for?

The Operations Manager is responsible for managing the day to day operations of their Telesales program(s). This role will focus on monitoring the quality of service delivered to ensure the Company satisfies client SLA requirements, flows, record keeping, performance metrics, performance feedback, service improvements and cost containment. If you feel you are one of these individuals and have the desire to work for the fastest growing Call Center in Rio Rancho, NM then apply!"

Main Job Responsibilities

• Work closely with the Managing Director of Operations to set specific performance requirements for the Telesales program
• Ensure revenue forecasts are obtained and/or exceeded
• Review and monitor daily, weekly and monthly program performance, and develop plans to rectify the problems and provide feedback on result for continual process improvement
• Work with Team Leads other support staff to deliver against those goals
• Report on Key Performance Indicators to Managing Director of Operations and Senior Management team.
• Support the development of system/process enhancements to improve operational productivity and efficiency
• Ensure all process documentation is updated regularly with any changes
• Determine employee job standards and performance expectations
• Make recommendations for improvements in program performance
• Ensure the delivery of excellent service to clients
• Assist with projects and other duties as requested or assigned
• Manage the overall profitability of the call center
• Manage the overall profitability of program
• Take on any individual company assigned projects as required

Skills and Job Abilities:

• Experience designing incentives, establishing sales goals and managing call center productivity according to metrics and revenue targets
• Committed to tightly managing daily sales goals and handling client escalations
• Results-focused and supportive leadership style
• Strong multitasking, prioritization, conflict resolution and analytical skills
• Good reasoning abilities and sound judgment
• Strong communication skills, written and verbal
• Proven influencing, judgment and decision-making skills
• Exceptional problem solving, conflict resolution and listening skills
• Flexibility to work additional hours as dictated by business needs

Personal Attributes

• Ability to take initiative
• Flexible team player with a positive attitude
• Must have good time management with the ability to work with minimal supervision and tight timelines
• Capable of managing multiple, simultaneous projects
• Must be friendly and professional with a positive attitude
• Organized with the ability to quickly and effectively adapt to change

Minimum Education and Experience

• Minimum 2 years of experience in an operations or call center environment
• Minimum 2 years of management experience
• Bachelor’s degree or equivalent work experience (preferred but not required)
• High school diploma or GED equivalent.
• Minimum of 18 years of age.

Important details:.

• Pay: $45.0k-$55.0k Depending on Experience
• FULL TIME POSITION - Work week of 40 or more hours
• Shift timings are between 8 AM and 8 PM Monday to Sunday.
• MUST be flexible to work during hours of operation

So, what are you waiting for, APPLY!

We want to thank all applicants for their interest and effort in applying for this position and we look forward to speaking with you soon to discuss your qualifications.

This company is a growing organization and wishes to bring on those individuals who want to thrive and grow in a flexible, dynamic environment! If you feel you are one of these individuals and have a desire to work for a rapidly growing call center in Rio Rancho, New Mexico we want to talk to you!

We are located at 2351 HP Way, Rio Rancho, NM 87144

*Please note: A criminal background check will be conducted as part of the hiring process.

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