Position Summary:
Kenific Group Call Center Operations (KGCCO) seeks a Limited-Service Deputy Operations Manager for its Tampa contact center location.
Primary Responsibilities:
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Oversee the daily operations of a contact center team to ensure performance metrics are met.
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Maintain updated knowledge of the contact center performance requirements, as well as corporate and project policies and procedures.
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Provide assistance and updates to staff regarding these policies and procedures.
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Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
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Collaborate with customers to ensure open communication, cooperation, and timely issue resolution.
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Address inadequate quality issues with the supervisory team in relation to reviews and corrections of calls monitored.
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Monitor performance goals and objectives for the contact center staff, including completion of daily and weekly reports.
- Provide contract and corporate leadership with updates on all issues regarding quality, training, policy, procedures, staff issues, and departmental performance levels.
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Skills/Qualifications:
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Excellent organizational and problem-solving skills.
- Excellent communication skills with the ability to influence people at all levels of the organization.
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Highly organized and detail-oriented with the ability to handle multiple projects simultaneously while exceeding established goals and objectives.
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Education/Experience Requirements:
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High school diploma or equivalent
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1-3 years of relevant contact center supervisory experience
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Clearance:
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U.S. citizenship required
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Work Location:
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Tampa, FL (onsite position)
