Join Touchstone

Job TitleOperations Manager
Educational and Professional Qualifications• 5+ years experience in Customer Service and past supervision experience in a reputable call center.
• Minimum College graduate required, MBA preferred.
Job DescriptionAs an operations manager, you will be responsible to direct, implement and execute call campaign specific objectives to maximize productivity and achieve service level deliverables.
Responsibilities • Develop objectives and manage all campaign operations/activities.
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc).
• Collect and analyze call-center statistics (sales /customer service metrics etc).
• Monitor and improve ordering, telephone handling and other procedures.
• Evaluate performance with key metrics (LPD, SPD, TPD, occupancy, accuracy, call-waiting time etc).
• Prepare reports for different departments or higher management.
• Ensure that quality standards remain higher than 95%.
• Subject matter expert on contact center operations including VOIP phone system and should manage/strategize the data flow to associates by personally running the dialer system.
• Responsible for all hardware resources allocated to each associate reporting to him/her (team leads and associates).
Skills Required• Strong call center Dialer Management Expertise.
• Strong communication and interpersonal skills are essential.
• Proven project and program management experience, with the ability to drive change and transformation.
• Self-motivated and ability to coordinate and prioritize multiple tasks.
• Must be flexible to work all shifts and be on call.
TimingsNight Shift