Operations And Client Services Manager WFH

Elevation Connect – PERFORMANCE FOR PURPOSE

Elevation Connect delivers a very different contact center experience. We are a customer service and sales company powered by incredibly talented people who are knowledgeable and passionate, and who respond with authentic care for our customers. Our exceptional team members are inspired by our commitment to helping surrounding communities through our "Performance for Purpose" philanthropic model. When people work for a company with purpose, they are driven to out-perform. If you are interested in joining a team that cares about its customers, employees, and your community, please contact us.

Elevation Connect is always on the lookout for candidates to provide extraordinary customer service to our clients. These positions are work from home in one of the following states: AL, CO, FL, GA, MI, MN, MS, SC, TN, TX, VA, IA, NC, KS, LA.

Under the direction of the VP ofOperations, this role’s primary responsibility is to plan, coordinate,implement and direct high operational delivery across multiple client BPO CallCenter accounts. This position takes an active role operationally and hasdirect client interaction. This role will work remotely overseeing day to dayoperations of client accounts and will have direct reports.

Essential duties and responsibilities

1. Manage defined operational services including planning,development, implementation, and maintenance for one or more accounts and theinternal Agents and Team Leads associated with those accounts.

2. Facilitate effective and appropriate communicationsinternally and with the client

3. Develop and maintain client rapport and ensure clientsatisfaction

4. Analyze individual, team and program/account performance on aregular basis, perform root cause analysis and develop corrective action plans.

5. Develop, grow, and maintain employee experience, capability,morale, and job satisfaction

6. Maintain a high level of understanding with regard to theclient(s) and their industry to assist sales staff in identifying new businessopportunities

7. Communicate regularly with internal leadership regardingperformance and areas that are out of compliance with contractual agreements

8. Define measurement systems to accurately monitor and reportperformance metrics and client satisfaction to the client, the company, and ouremployees.

9. Ensure client contract documentation and information is up todate and files are maintained.

10. Provide accurate, timely, and professional written,statistical and verbal reporting/communication to client(s) and internalleadership for historical, current status, and forecasting purposes (including,but not limited to, budgets, pricing, revenue, staffing, training, seating,etc.).

11. Maintain a fun and exciting atmosphere to ensure high teammorale

12. Hire, train, develop, and appraise staff effectively.

13. Take corrective action as necessary on a timely basis and inaccordance with company policy. Consults with HR as appropriate.

Education and Experience:

1. Minimum 3+ years related call center management experience orBachelor degree with 2 years call center experience. BS/BA degree withbusiness/marketing related emphasis preferred

2. Successful management of multiple projects simultaneously

3. Excellent communication skills (oral, written)

4. Demonstrated ability to develop and implement processenhancements

5. Ability to plan, prioritize, organize andcommunicate/negotiate effectively

6. Experienced in goal-setting (defining and prioritizingspecific, driving objectives)

7. Strong analytical skills, including experience in evaluatingcurrent operations and financial, budgetary, business and operational data andoutcomes; experience working with workforce management systems preferred

8. Remote team management experience highly preferred

Hiring Range $60-$70k annually