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Contact Center Operations Manager

hace 2 meses

Ciudad de México, Ciudad de México Universal Language Service, Inc A tiempo completo
About the Role

Universal Language Service, Inc. is seeking a highly skilled Contact Center Operations Manager to oversee the day-to-day operations of our contact center, scheduling department, internal ASL team, and remote interpreter services team. As a key member of our leadership team, you will be responsible for ensuring the contact center meets all customer service KPI goals, including service level commitments.

Key Responsibilities
  1. Manage 24/7 oversight of OPI/VRI interpreter services team.
  2. Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws.
  3. Monitor service calls to observe staff demeanor, accuracy, and conformity to company policies; provide feedback as needed.
  4. Monitor and analyze productivity of Contact Center staff; generate reports based on analysis of KPIs.
  5. Ensure contract SLA's are communicated to the contact center team and being met monthly, quarterly, and annually.
  6. Maintain collaboration with Contract Manager for HCA, DSHS, and DCYF, to ensure Contact Center is fulfilling contract expectations.
  7. Identify and resolve problems; prepare documents, and complete action plans; execute process improvement and quality assurance programs.
  8. Prepare Contact Center performance reports by collecting, analyzing, and summarizing data and trends.
  9. Produce daily reports for leadership team to update on daily, weekly, and monthly tasks accomplished and planned.
  10. In collaboration with the senior management team, meet Contact Center financial objectives by estimating requirements; prepare an annual budget; schedule expenditures; analyze variances; initiate corrective actions.
  11. Develop a continuous improvement strategy. Utilize metrics to create accountability for each sub-division focused on cost reduction and efficiency improvement.
  12. Develop knowledge of using phone system and contact center communications solutions.
  13. Develop knowledge on using Salesforce platform to produce reports, set up dashboards, etc.
  14. Work closely with Contact Center Operations team (team leads) to ensure all operational, administrative, and compliance functions within the company are being properly executed in accordance with regulatory-based best practices.
  15. In collaboration with senior management team, plan, develop, organize, write, and edit operational procedures, manuals, knowledge base, employees' tests and quizzes, produce tutorials to help end-users use a variety of portals and applications.
  16. Handle escalated incidents with interpreters and/or customers regarding employee and contractor performance.
  17. Provide leadership, communication, and coaching to employees; cultivate a motivated employee environment of trust, teamwork, accountability, self-confidence, and business ownership.
  18. Ensure that company operations comply with federal, state, local, and/or company policies and regulations.
  19. Serve as backup for Help Desk in troubleshooting basic phone equipment settings.
  20. Respond to calls from after-hours staff to address concerns requiring urgent attention.
  21. Demonstrate exemplary discipline and work ethic for fellow employees and subordinates.
  22. Accomplish Contact Center human resource objectives by participating with HR in recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administer scheduling systems; communicate job expectations; plan, monitor, appraise, and review job contributions; recommend compensation actions; enforce policies and procedures; staff shifts schedule and capacity planning for 24/7/365 Contact Center; monitor staff's attendance and punctuality.
  23. Participate in meetings as a subject matter expert, as needed.
  24. Maintain professional and technical knowledge by tracking emerging trends in Contact Center operations management; attend educational workshops; review professional publications; establish personal networks; benchmark state-of-the-art practices; participate in professional societies.
  25. Attend meetings with leadership team and with other department managers to discuss news, events, policy changes, campaigns, and other such topics to make sure everyone is on the same page.
  26. Stay up to date on industry regulations, trends, and technology.
  27. Other special projects and assignments, as required.
Requirements
  1. Bachelor's degree (B.A.) or equivalent, three to five years related experience, or equivalent combination of education and experience.
  2. Basic competence in duties and tasks of supervised employees.
  3. Strong organizational, problem-solving, and analytical skills.
  4. Ability to manage priorities and workflow.
  5. Excellent customer service and interpersonal skills.
  6. Demonstrated ability to supervise and motivate subordinates.
  7. Good judgement with the ability to make timely and sound decisions.
  8. Creative, flexible, and innovative team player.
  9. Commitment to excellence and high standards.
  10. Excellent written and verbal communication skills.
  11. Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
  12. Proficient on Microsoft 365 Office.
  13. Previous experience working in the language services industry managing operational teams preferred.
Equal Opportunity Employer

Universal Language Service, Inc. is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

We are seeking professionals from the language interpreting translations services industry who have experience in quality control, customer service, and language operations.