Operations Manager - Call Center

Summary

The Manager of Operations provides leadership support and ensures alignment to the strategic direction driven by leadership to a team. This position is responsible for high operational output & performance forecasting scheduling intra-day and/or change management along with delivering operational excellence.

Responsibilities

• Manage functional team along with portfolio of lead intake to deliver booked appointments and generate revenue across the growth markets.
• Provide analytical support for the department and leadership; creatively develop workforce staffing solutions daily workforce schedules and intra-daily scheduling solutions
• Analyze trends and gather input critical to operations to ensure optimum productivity and operational results are accurately reported
• Drive operational efficiency by managing team Key Performance Indicators (KPIs) and SLAs (Speed to Lead)
• Analyze data and forecast potential impacts to operations; ensures ability to meet goals for all team activity.
• Develop key client relationships; collaborate with key stakeholders in markets to devise solutions that could impact our growth projections.
• Contribute to various strategic projects that drive better outcomes improved efficiencies technology enhancements and scalability for the department.
• Identify business opportunities based on analysis reports; examples include consolidating queues changing hours etc.
• Coordinate and track productivity; provide ongoing detailed variance explanations and recommends solutions when needed.
• Attend regular client status meetings if applicable
• Responsible for delivery and development of the capacity planning function as a key member of the contact center leadership team if applicable
• Ensure confidentiality of internal and external data
• Perform ad-hoc projects and other duties as assigned

Role Specific Skills

• Computer Skills: Proficient in Microsoft Word Excel PowerPoint Outlook

People Management Skills

• Proficient in all people management processes including recruitment performance management and reward
• Proficient in building growing and developing a team; including department structure design and resourcing
• Proficient in coaching and developing individual team members to reach their potential
• Proficient in engaging a team through communication processes personal impact and influence

Qualifications

Minimum Qualifications

• Bachelors degree or equivalent experience
• 6 years business experience including 5 or more years building and/or managing regions particularly within the home services industry or trades space

• Experience managing and leading individuals or small teams

Benefits & Perks
Allstar Services offers a comprehensive benefits package to support our team members and their families including:

• Medical Dental and Vision insurance

• Paid time off and paid holidays

• Company-provided life insurance

• Voluntary life accident and disability coverage

• Employee assistance program (EAP)

• Opportunities for growth and advancement

• Access to top industry training and resources

Were committed to investing in our people-because when you grow we grow.

Allstar Home Services seeks to safeguard its employees customers and others while conducting company business. Following a conditional offer of employment all applicants who are offered employment with Allstar will be subject to a background investigation. Offers of employment are contingent on the successful completion of a background investigation and motor vehicle report conducted in accordance with Company policies and all applicable laws. Information obtained from a background investigation will be considered for employment purposes as permitted by federal and state law and in accordance with Allstar Services Equal Employment Opportunity Policy.

Required Experience:

Manager