Company Dedicated Operations Manager

Frontline Call Center is now seeking qualified applicants to work from home!

We are looking to hire a Dedicated Operations Manager

**Frontline is currently ONLY hiring in these states: AR, CO, MI, NC, OH, PA, SC, TX, UT, VA  & WA. Must reside in the U.S.**

We have an Opening for our Operations Team -

Are you looking to work for a progressive customer service team that utilizes technology to interact and solve problems every day? At Frontline Call Center we embrace technology while providing first-class customer service. All from the comfort of your own home with benefits provided. If you feel that you would be a good fit for our team, please review further.

Job Description

The Dedicated Operations Manager oversees production and staffing for a client. They develop and administer policies, supervise employee training programs, and regulate budgets. They are responsible for all daily operations that ensure the company runs smoothly. This will include support of the dedicated contact environments. New and existing clients will be supported through onboarding processes, the development of new support practices, and ongoing review of client feedback. The Dedicated Operations Manager will also be proactive in managing agent performance through the use of Quality Assurance staff, Supervisor, and Management teams. Management of the account overall will be performed through regular review of team performance and performing any staffing or structural changes that are deemed necessary.

Responsibilities

• The Operations Manager will play a critical role in ensuring that our customer center remains customer centric
• The Operations Manager will be responsible for managing operations to meet client-defined metrics, focusing on client satisfaction and exceeding expectations in areas such as:
  • Quality, Adherence, Turn around times, Throughput
• Analyzing statistical reports and arrival patterns to ensure adequate staffing levels are maintained to meet service level agreements
• Conducting Focus Group Discussions (FGD) to identify and address concerns raised by employees at all levels
• The Operations Manager will also manage accounts at the operational level, ensuring the production, cost, and financial results align with internal metrics, including:
  • Agent Labor Ratio
  • Attrition
  • Production (hours)
  • Forecasting account revenue and spending to align with revenue and FCC goals
  • Maximizing the impact on financial performance by managing productivity metrics such as hours produced vs. paid hours, production statistics, and operating costs
  • Monitoring and analyzing internal metrics related to productivity, direct and indirect costs, and other financial aspects
• Analysis and Action Planning:
  • Analyzing operational results to identify areas of opportunity and implementing action plans for improvement
  • Identifying gaps in processes and creating action plans to enhance performance
  • Developing and implementing strategic action plans and workflow processes
  • Bringing concerns and improvement suggestions to weekly meetings and deliberations
  • Providing timely feedback and coaching
    

Required Qualifications

• Minimum 5 years of experience in Operations and Production
• 4 years of Call Center management
• 4 - 5 years in managerial capacity
• Advanced Microsoft applications and Excel skills
• Strong communication and interpersonal skills
• Excellent written communication skills.
• Exceptional attention to detail and ability to multitask.
• Self-motivated and able to work independently with minimal supervision
• Exceptional time management and organizational skills
• Technical Ability to navigate through multiple systems with your computer and troubleshoot your equipment. 

Preferred Qualifications

• Previous experience working remotely.
  

Job Requirements

• Must be available to Train on weekdays.
• Training takes place during the daytime hours, approximately 6 am-2:30 pm (PST)
• Must have Open Availability 24/7 to work shifts inside the company's hours of operation.
• Attendance is vital!
• A quiet place to work at home with a locked door. It is critical to prevent background noise on calls by choosing a distraction-free area where callers cannot hear any sounds such as kids, barking dogs, traffic, doorbells, TVs, radios, etc.

Tech Requirements

• Desktop Windows Computer (NO MACs or Chrome Book)
• Processor: Intel i3, i5, i7 or i9 (recent generation)/AMD Ryzen 3, 5, 7, or 9 (recent generation)
• 8GB RAM as a floor, 16GB RAM preferred
  
• Dual Monitor
• A high-quality USB headset
• To be Hardwired at all time
• Minimum Internet speeds of
  • 20Mbps Download
  • 10Mbps upload
  • LESS than 20ms ping stability
    
  • No Spectrum 

Pay and Benefits

• Pay Rate: $22.00 hourly
• Medical, Dental & Vision
  • Benefits-eligible on the first of the month after 60 days of employment
• Sick time eligible after 6 months of employment
• Paid Time Off and 401k with Company Match eligible after 1 year of employment
• Perfect Attendance Quarterly Bonus
  

**Frontline Call Center is a W4 employer, we do NOT hire independent contractors**

**Frontline is currently ONLY hiring in these states: AR, CO, MI, NC, OH, PA, SC, TX, UT, VA  & WA. Must reside in the U.S.**

Compensation$22.00