Call Center Operations Manager

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POST DATE 8/24/2016
END DATE 12/19/2016

Confidential Company Pomona, CA

Pomona, CA
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #


Position Summary:
This position is responsible for managing, developing, leading and coaching a team of seven Call Center personnel to include Call Center Supervisor, Call Center Representatives, Service Billing and Equipment Accountant.

Essential functions:
o Oversees daily Call Center and Dispatch Operations
o Assist in monitoring Pomona Field Service overtime
o Manage escalated customer issues
o Weekly work with employees
o Attend S2 seminars, webinars and implement update or new modules
o Track ongoing projects and provide weekly updates to ensure deadlines are met
o Manages on-call and cruise ship schedules for the field
o Maintain reports that track and monitor department productivity.
o Responsible for preparing and updating tech handbooks
o Participate in semi-annual onsite Service Manager meetings and weekly parts meetings
o Participate in quarterly Sales Meetings, providing updates on department
o Assist in preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions
o Improve processes and policies in support of organizational goals. Formulate and implement departmental and organizational policies and procedures to maximize output.
o Monitor adherence to rules, regulations and procedures.
o Manage staff, preparing work schedules and assigning specific duties.
o Determine staffing requirements, and interview, hire and train new employees, or oversee those personnel processes
o Establish employee goals and conduct employee performance reviews.
o Responsible for staff scheduling to include: work assignments/rotations, employee training, employee vacations, employee breaks, overtime assignment, back-up for absent employees, and shift rotation.
o Demonstrate that internal customers are as valuable as external customers; project appreciation and respect for all team members.

Daily Operations
o Ensure proper staffing for Call Center
o Answer phones and dispatch as needed
o Back up Installation Coordinator as needed
o Track and report excessive service to appropriate Sales Representative
o Review daily calls to ensure correct call types are being used
o Review routing for efficiency and 24 hour response time
o Monitor and report daily call center stats to Call Center team and Operations Manager
o Assist Director of Operations with administrative support
o Review open follow-ups to ensure policies and procedures are being followed and customer issues are handled
o Review PM requests
o Monthly reporting for Vendors and customer
o Review vendor and internal invoices for accuracy against the S2 system

MUST have previous _Call Center and Dispatch experience_.
Minimum 5 year minimum of previous Call Center or Dispatching Management (Need to have both experiences though)
Proficient knowledge of Word/Excel/Outlook
Ability to multitask
Flexibility in hours, on call shifts and weekends.
Ability to communicate with customers, call center, sales team, and others
Good oral and written communication skills
Typing 60 WPM preferred but not required.
Excellent problem resolution and customer service skills