Call Center Operations Manager

This role will require onsite presence at our facility in Harlingen and demands flexible availability to include evenings and weekends.Are you responsible, eager to provide exceptional customer service, and ready to support and service a large Fortune 500 company?We have an exciting opportunity for you!Key Responsibilities:The Operations Manager will play a critical role in ensuring that our customer center remains customer centric. He/she will be responsible for managing operations to meet client-defined metrics, focusing on client satisfaction and exceeding expectations in areas such as:Scorecard (Client)QualityAdherenceTurn TimesThroughputAnalyzing statistical reports and arrival patterns to ensure adequate staffing levels are maintained to meet service level agreementsConducting Focus Group Discussions (FGD) to identify and address concerns raised by employees at all levelsThe Operations Manager will also manage accounts at the operational level, ensuring the production, cost, and financial results align with internal metrics, including:Manpower Utilization (Internal Productivity)AttritionProduction (hours)Forecasting account revenue and spending to align with revenue and EBIT goalsMaximizing the impact on financial performance by managing productivity metrics such as hours produced vs. paid hours, production statistics, and operating costsMonitoring and analyzing internal metrics related to productivity, direct and indirect costs, and other financial aspectsActive Communication:This role involves direct communication with Vendor Management Offices in the US, including:Organizing and attending conference callsUsing electronic communication channels such as email, chat, and SMSManaging and overseeing operational escalationsStrategizing, operating, providing feedback, and handling escalationsProviding regular updates on account performanceAnalysis and Action Planning:Analyzing operational results to identify areas of opportunity and implementing action plans for improvementIdentifying gaps in processes and creating action plans to enhance performanceDeveloping and implementing strategic action plans and workflow processesBringing concerns and improvement suggestions to weekly meetings and deliberationsTalent Development:Identifying and developing key personnelProviding timely feedback and coachingRecommending training programsCreating training and development plans to address leadership gaps as neededPersonnel Management:Conducting follow-up meetings and organizing agendasForecasting departmental training needs to meet desired FTE (Full-Time Equivalent) levelsDeveloping and implementing programs to enhance employee motivation and maintain a positive work environmentProviding leadership for management initiatives to foster communication and drive performanceSkills and ExperienceRequired:Minimum 5 years of experience in Back Office Call Center Operations and Production, with at least 2 to 4 years in a managerial capacityAdvanced Microsoft Excel skillsProficiency in Microsoft Office applicationsActive Property & Casualty insurance license (preferred but not required at this time)Preferred:Prior military experience or as a military dependentSix Sigma Green Belt certification (provided by Qualfon)Proficiency in Microsoft Office products, including Excel, PowerPoint, and OutlookFamiliarity with report generation and data analysisIf you are passionate about delivering exceptional customer service and have the skills and experience, we are looking for, we encourage you to apply.Join our team and make a meaningful impact on our customer-centric operations.If you would like to fill out a Voluntary Self-Identification of Disability Form, please visit us at /join-us - OPPORTUNITY STATEMENT QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed servicemember status and any other characteristic protected under applicable federal, state or local law.

Created: 2025-05-11