Manager of Operational Process - Call Center
Location
Sunrise, FL | United States
Job description
Manager of Operational Process - Call Center Location Sunrise, FL :
Choice Home Warranty (“CHW”) is one of the largest Home Warranty providers in the US. Differentiated by its disruptive and advanced consumer and technician facing technology, CHW is also the fastest growing home warranty provider in the US.CHW is seeking a Manager of Operational Process that would have a strong emphasis on customer and technician first and operations excellence. The Manager of Operations Process would optimize operations of CHW and would be responsible for building a world-class experience for Vendors and Customers, ensuring an efficient and consistent set of processes and procedures, and driving initiatives that create best-in-class customer experience. A commitment to excellence is demonstrated through driving people development programs enhancing employee engagement, knowledge, skills, and morale.Reporting to the COO in a collaborative partnership, manager of Operations Process will be measured by the organization's ability to provide high quality services, increased use of new proven technologies to increase efficiency, and achievement of performance metrics. Primary Responsibilities.
- Investigate and analyze day-to-day cross-functional divisions of the organization using guidance, supervision, and leadership related to operational procedures.
- Identify operational deficiencies related to technology, people, structure, or process.
- Responsible for ensuring the company's operations are working within the company's standards and goals, including its financial goals and corporate mission.
- Promote cooperation and compromise between the lower-level employees of a company and its senior executive leadership team.
- Work together with other senior management to discuss strategies, objectives, and obstacles.
- Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently drive day-to-day operations within the contact center.
- Champion contact center best practices and understand CHW's unique business needs to advance CHW's vision for its contact center.
- Develop strategies to ensure the customer experience in the contact center is consistent with overall company strategy and values, and drive initiatives that maintain this alignment.
- Work with operational teams, leadership, and IT leadership, to optimize and integrate the technology required to support the contact center.
- Maintain close, collaborative relationships with groups across the organization including business teams, IT and Business Intelligence.
- Develop communication mechanisms for sharing KPIs and strategic initiatives within the contact center with key organizational stakeholders to ensure alignment and transparency.
- Foster a teamwork environment that promotes collaboration and develops talent.
Qualifications.
- 5+ years of leadership experience in a contact center environment; minimum of 2 years senior leadership experience leading multiple functions within contact center.
- Proven track record of managing complex, highly technical projects across functions and business.
- Demonstrated ability to analyze, develop, and implement metrics and process enhancements that ensure key performance indicators are aligned with desired outcomes.
- Strong leadership, mentoring and relationship building skills with ability to effectively manage groups and individuals at various levels.
- Experience in world-class contact center transformation process.
- Bachelor's degree or higher.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) 3% Match
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
Work Location: In person
Job tags
Salary
