Contact Center Operations Manager

Location: Clarksville, TN
Company: Agero
Employment: Full-Time
Posted: Apr 19, 2021

Minimum Requirements

EDUCATION: Bachelor's Degree or equivalent work experience

EXPERIENCE: 5+ related experience with supervisory experience in a fast-paced, customer service environment and supervisory experience in an inbound contact center. 2 years of project or supervisory/management experience
 

Job Description

Company Description:

Ahead of the Curve.

No one knows the road like Agero. For over 40 years, we have provided the safest, smartest solutions for drivers and the companies that keep them moving. Headquartered in Medford, MA with operations throughout North America, we are trusted by more than 100 leading corporations and used by 75% of the new passenger vehicles sold in the U.S.

As a result, we have become an industry leader, providing vehicle manufacturers and insurance carriers with privately labeled state-of-the-art roadside assistance plans and efficient claims management solutions. Our Roadside Assistance network protects more than 75 million drivers each year, providing award-winning service that helps motorists in their time of need while building customer loyalty for our clients.

Our commitment to our Employees:

  • Have an Impact: Join us and Day 1, play a role in shaping our digital transformation.
  • Grow your Career: Our focus us helping you grow the core competencies to shape your technology career
  • Work that Matters: We are a roadside business singularly focused on making sure our customers are quickly, safely and efficiently supported in their time of need.

DESCRIPTION SUMMARY: Manages customer care operations while maintaining client satisfaction. Manages assigned teams to achieve operational goals which support company objectives. Develops and monitors the application of operating systems including policies and procedures, operating structure, and information flow. Ensures the volume of work produced meets product/service standards and exceeds quality standards. Develops and manages a motivated, effective team including supervisors, team leaders, and associates. Establishes program directions that support corporate goals as well as allow for team growth.

ESSENTIAL FUNCTIONS:

Leadership:

  • Oversees staff activities and insures the appropriate allocation of work through supervisors.
  • Develops and motivates staff. Provides ongoing coaching to build high performing, effective teams.
  • Encourages and supports a culture of positive change, opportunity and excellence.
  • Oversees all personnel related issues for associates and insures appropriate resolution.
  • Cascades yearly/quarterly goals based on business unit's strategic plan.
  • Participates in planning meetings to support departmental and associate growth.

Operational Excellence:

  • Reviews and analyzes performance metrics and identifies opportunities to improve processes and service.
  • Oversees and monitors daily work flow to ensure smooth operations, cost containment, and quality.
  • Administers policies and procedures to assure consistency and equitable treatment.

Change Management:

  • Establishes and maintains program direction/changes and communicates with clients on daily basis.
  • Anticipates client needs and identifies and suggests opportunities and new ideas/innovations to improve service and processes

Technical Ability:

  • Maintains knowledge of system, telecommunications and operational capabilities.
  • Participates in the analysis and resolution of complex technical issues.

 

COMPLEXITY: Manages 5-7 supervisors. Responsibilities include participation in the hiring process; training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Utilizes good judgement, exercises decision making skills, and demonstrates leadership qualities. Excellent oral and written communication skills. Manages client expectations.

WORKING RELATIONSHIPS: Interfaces with both internal and external clients, customers and vendors. Proactively partners with other departments to provide information and feedback, analyze reports for continuous improvement and resolve customer/client issues.

ADDITIONAL REQUIREMENTS: Actively promotes the corporate mission and value statement. Flexible work schedule including nights, weekends, holidays, and on-call status. Some travel required. Assumes additional responsibilities as assigned.


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