responsible for the day-to-day operations of the Virtual Contact Center (VCC)
works closely with internal business partners combining project management, training, and business expertise to guide new product and process implementation
ensures a positive customer journey and experience
partners with Director Customer Operations to execute new strategic initiatives for the Customer Operations Department
collaborates with departments across the organization to put internal and external best practices in place for new processes, product implementations and launches
ensures all projects, initiatives, and processes are in conformance with established policies and objectives of the Customer Operations
directs multiple concurrent cross-departmental improvements and enhancements to processes
takes ownership of any escalations related to Customer and Virtual Operations, while working across departments to solve problems
participates in project meetings, both internally and externally to ensure accurate business requirements are met, required resources are secured, and quality assurance testing is executed
manages performance and billing with outsource partnerships and vendors as related to 3rd party phone representatives
takes on other duties needed to help drive our Purpose, fulfill our Brand Principles, and abide by our Organization’s Values.

Associate's Degree A.A. or equivalent from two-year college or technical school required
Bachelor's Degree preferred
5 years or more Call Center Management Experience required
Project Management and Operations Management Experience preferred
Proficiency in Excel, Microsoft Teams, Power BI
Must have excellent time management skills to balance many tasks and communication pieces constantly
Must be a self-starter who can move projects forward with limited guidance
Must have demonstrated interpersonal, team building, and communication skills
Must have a technical mindset and ability to assist with solving technical problems
Must have basic understanding of project management and change management.

Customer Care Operations Manager

Key skills