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Call Center Operations Manager

Bentonville, AR
Job Title: Operations Manager, Contact center
Location: Bentonville, AR

Payrate- $28-$30 hr W2

Onsite role.

As a Operations Manager, you will manage a team of contact centers FLMs and representatives who are assisting client services remediation projects including Letters and check mailings via a 3rd party, back-office operations to handle undelivered mails, check and letter reissues requests, handling inbound email, letters correspondence, etc.

Responsibilities
• Responsible for the whole contact center processes performed by the team of 50 to 75 contact center agents and Front-line managers
• Responsible for Service levels, Call Quality targets, schedule adherence, hiring, training and attrition of call center
• Expected to acquire detailed knowledge of product ranges and excellent service to enable them to provide service excellence
• Ensure your team offers an excellent level of customer service, pro-actively serve customers across their product portfolio
• Creates new strategies to improve the contact center experience for customer
• Coach & mentor FLMs, agents to follow clear instructions and guidelines to resolve customer enquiries.
• Understands End to end process apart from call center and Collaborate with colleagues across multiple departments to provide a high-quality service to customers
• Coaching & Mentoring team to provide resolutions at the first point of contact, avoiding customers having to call again, or have the call transferred
• Ability to handle complaints and customer concerns where appropriate
• Excellent customer service, negotiation, and social skills with the ability to recognize and support the specific needs of the most vulnerable customers
• Keen to progress to other levels and will consistently self-assess your own & teams' performance against agreed targets by working closely with your Operations leads
• Work effectively with a team, recognizing how teams can deliver great results
• Recognize individual customer service needs and resolve any partner concern enquiry

Minimum qualifications
• Any Graduates
• Experience in managing Remediations related process and banking contact center as Operations Manager is must
• Excellent communication and interpersonal skills
• Good written& negotiation Skills
• Advanced knowledge of Microsoft Office, especially Excel, Word, and PowerPoint
• Multi-tasking & Stress management abilities
• Ability to maintain high levels of confidentiality and data security standards
• Work through multiple tasks with minimal direction


Thanks & Regards,
Harry
Technical Recruiter
Reqroute, Inc
Recruiting solutions for the digital world
 
Companies across U.S. have engaged ReqRoute, Inc to deliver skilled, dedicated IT professionals. Recruiting is our passion and we support Fortune 1000 companies with their hiring needs. We always seek to deliver competitive and sought-after career opportunities to our potential consultants and employees. We invite you to review the position requirements and apply today if your skills match our needs.  
 
ReqRoute, Inc is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law. (www.reqroute.com)

 

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