Call Center Operations Manager

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JOB OVERVIEW: We are seeking a highly motivated and experienced Call Center Operations Manager to join our dynamic team. This position reports directly to the Director of Operations and offers a unique opportunity to play a key role in managing call center activities, optimizing operations, and serving as a crucial link between the call center and engineering departments. This role is a remote position with occasional in-office meetings in Concord NC and travel as needed (up to 10 overnight trips per year).

COMPANY OVERVIEW: Join IDSeal, a leader in identity theft and device protection. We provide cutting-edge solutions to safeguard personal and digital identities using advanced technology. Our mission is to empower and protect individuals in the digital age.

RESPONSIBILITIES:

• Manage and oversee the daily operations of the call center.
• Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments.
• Proper documentation of SOPs, BRDs, etc.
• Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and implement corrective actions.
• Stay abreast of industry trends, best practices, and emerging technologies to continuously improve operations.
• Facilitate the development of all testing documents and manage the execution.
• Develop and implement all policies and procedures, including those for architecture, security, disaster recovery, standards, purchasing, and service provisions.
• Responsible for overall project schedule that enables the teams to be successful based on project milestones and Go-Live.
• Estimate the internal and external resources needed to achieve project goals.
• Develop detailed project plans and associated communications documents.
• Responsible for maintaining CRM builds and improvements; this includes troubleshooting with vendors and engineers. Manage department operational and strategic planning, including business requirements, project planning, and organizing and negotiating the allocation of resources.
• Define and communicate project milestones, IT service level agreements, and resource allocation to the executive team, support staff, and end users.

REQUIREMENTS:

• Bachelor's degree in the field of business management, computer science or information systems
• 5+ years of experience as a Call Center Manager with a strong background in operations management.
• Demonstrated success in achieving and exceeding operational goals.
• Proficiency in project management and process optimization.
• Familiarity with industry-specific tools and technologies.
• PMP certification is a plus
• Willing to travel as needed.

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

Job Type: Full-time

Pay: $60,000.00 - $70,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: Hybrid remote in Concord, NC 28025