Contact Center Operations Manager

Who are we: UniversalLanguage Service is a top provider of interpreting and translation solutions, offering remote and onsite options such as Video Remote Interpreting (VRI), Audio (OPI), and Onsite Interpreting. Our team of interpreters are specially certified and qualified to ensure the highest level of professionalism, making us the premier choice for your language interpretation and translation needs.

SUMMARY: Manages the day to day operations of the Contact Center, Scheduling department, internal ASL team and remote interpreter services team. Oversees the American Sign Language scheduling for in-person contracts and video remote sessions. Responsible for maintaining and increasing the efficiency of overall job fill rates, while ensuring the 24/7 operations team meets operational goals.

DUTIES AND RESPONSIBILITIES:

- Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
- Manage 24/7 oversight of OPI/VRI interpreter services team.
- Responsibilities include planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
- Monitors service calls to observe staff demeanor, accuracy, and conformity to company policies; provides feedback as needed.
- Monitors and analyzes productivity of Contact Center staff; generates reports based on analysis of KPIs.
- Ensure contract SLA’s are communicated to the contact center team and being met monthly, quarterly, and annually.
- Maintain collaboration with Contract Manager for HCA, DSHS, and DCYF, to ensure Contact Center is fulfilling contract expectations.
- Identifies and resolves problems; prepares documents, and completes action plans; executes process improvement and quality assurance programs.
- Prepares Contact Center performance reports by collecting, analyzing, and summarizing data and trends.
- Produces daily reports for leadership team to update on daily, weekly and monthly tasks accomplished and planned.
- In collaboration with the senior management team, meets Contact Center financial objectives by estimating requirements; prepares an annual budget; schedules expenditures; analyzes variances; initiates corrective actions.
- Develops a continuous improvement strategy. Utilizes metrics to create accountability for each sub-division focused on cost reduction and efficiency improvement.
- Develops knowledge of using phone system and contact center communications solutions.
- Develops knowledge on using Salesforce platform to produce reports, set up dashboards, etc.
- Works 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 to regulatory-based best practices.
- Handles escalated incidents with interpreters and/or customers regarding employee and contractor performance.
- Provides leadership, communication, and coaching to employees; cultivates a motivated employee environment of trust, teamwork, accountability, self-confidence, and business ownership.
- Ensures that company operations comply with federal, state, local, and/or company policies and regulations.
- Serves as backup for Help Desk in troubleshooting basic phone equipment settings.
- Responds to calls from after-hours staff to address concerns requiring urgent attention
- Demonstrate exemplary discipline and work ethic for fellow employees and subordinates
- Accomplishes Contact Center human resource objectives by participating with HR in recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administers scheduling systems; communicates job expectations; plans, monitors, appraises, and reviews job contributions; recommends compensation actions; enforces policies and procedures; staff shifts schedule and capacity planning for 24/7/365 Contact Center; monitors staffs' attendance and punctuality.
- Maintains professional and technical knowledge by tracking emerging trends in Contact Center operations management; attends educational workshops; reviews professional publications; establishes personal networks; benchmarks state-of-the-art practices; participates in professional societies.
- Attends 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.
- Stays up to date on industry regulations, trends, and technology.
- Other special projects and assignments, as required.

SUPERVISORY RESPONSIBILITIES:

- Directly supervises Contact Center department employees within.
- Carries out supervisory responsibilities in accordance with the ULS's policies and applicable laws.

QUALIFICATIONS:

- Bachelor's degree (B. A.) or equivalent, three to five years related experience, or equivalent combination of education and experience.
- Basic competence in duties and task