Manager of Operations

ABOUT 24-7 INTOUCH

24-7 Intouch is a global contact center & technology company that delivers innovative and value-driven customer service solutions across all industries via an omnichannel approach that includes voice, social media management, live chat, email, fraud, UAT, self-service, and back office administration. Using the most advanced technology in the industry, 24-7 Intouch’s customizable customer care platform allows their clients to utilize business insights to deliver lifetime consumer loyalty and increase incremental revenue. With over 18 years of experience, the 24-7 Intouch team takes pride in building a top to bottom brand alignment for partners to create exceptional customer experiences.

For more on our company culture, follow the link to Our Story - https://vimeo.com/177119191 

About the Job
We are changing the way people think about customer service, and we need your help! 

We are seeking a Manager of Operations to collaborate with the Senior Leadership and Operations Teams to help contribute to the overall health of the company’s operational lines of business. We are looking for a leader who has the vision, experience and passion to contribute to our culture and deliver extraordinary results for our clients.  
 
As a Manager of Operations, You Will…
  • Provide the Operations and Support Teams with step by step guidance on how to track and analyze data, identify root causes, and plan strategically.
  • Partner with Operations to help support and drive execution with a course of action for overall improvement in attrition, absenteeism, and Key Performance Indicators.
  • Promote/support learning opportunities (training, triads, workshops, calibrations, etc) to promote career development and leadership expertise.
  • Share best practices around audit processes, Standard Operating Procedures, newsletters, master problem analysis, and decision-making. 
  • Deliver and/or attend weekly meetings to discuss strategic actions to drive overall success.
  • Build strong partnerships with all Support Teams.
  • Ensure consistency, quality, and timeliness of deliverables for all assigned projects. 

As a Manager of Operations, You Have...
  • A minimum of 5 years of experience in the contact center industry
  • At least 3 years of experience in contact center leadership
  • Bachelors or Masters Degree in Business or Equivalent work experience 
  • Experience in client relationship management and front-line supervisor development
  • Excellent organizational and time management skills
  • Proven experience in coaching and developing
  • Proven ability to work across several departments to solve problems and achieve results
  • Confidence in public speaking and training
  • Excellent organizational and planning skills including task prioritization and effective time management
  • Strong writing and communication skills
  • Strong analytical skills to make and support business decisions
  • Ability to work in an unstructured and entrepreneurial environment 

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