Communications Center Operations Manager

Job Summary:

The CC Operations Manager leads daily operations of a 15-20 employee communications center.  The communications center primarily serves as a marketing channel for Relevate to execute call campaigns on behalf of our clients, but also services clients and internal customers with other executional efforts.  The CC Operations Manager will directly manage all associates, and work within budget to manage efficiency, resources, and productivity.

Duties/Responsibilities:

  • Oversee all call campaigns and work executed in the communications center
  • Hire, provide training, manage, and coach all communications center marketing associates to maintain high customer service standards
  • Allocate resources across multiple campaigns with shifting start/stop dates, and other projects
  • Manage all marketing associates’ daily activities and workflow
  • Monitor budgets to ensure execution of call campaigns are within scope and profitable
  • Understand the intricacies of all current and upcoming call campaigns
  • Act as first-line support for all marketing associates’ questions regarding data entry (Salesforce.com), marketing campaign details and customer service
  • Meet regularly with entire team to discuss challenges/issues/questions (daily huddle)
  • Act as liaison between the communications center and client-facing team to ensure successful partnership in executing all call campaigns
  • Ensure that best practices for call center management and operations are followed, making recommendations for continuous improvement and implementing those recommendations
  • Monitor data input quality and accuracy and coach associates individually when necessary, ensuring quality control of campaign data
  • Monitor daily call volume to ensure campaign goals are being met; implement incentives and provide motivation to marketing associates
  • Oversee ongoing campaign reporting
  • Maintain professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks

Skills/Qualifications:

  • Strong customer service focus
  • Strong people and performance management skills with ability to lead 15-20 employees, while working closely with multiple project team leads
  • Able to work with minimum supervision in a fast-paced environment
  • Ability to work with cross-functional teams and stakeholders
  • Detail-oriented with a high degree of accuracy and well-organized
  • Strong process improvement, analytical and problem-solving skills
  • Understanding of KPI reporting and improvement programs
  • Excellent professional verbal and written communication skills
  • Project management skills
  • Computer literate with proficiency in MS Word, Excel, Outlook; Salesforce.com a plus
  • Exemplifies caring, positivity, proactivity and accountability (Relevate’s core values)

Education/Experience:

  • 3+ years call center management experience
  • Certified Call Center Manager (i.e. CCCM) or equivalent qualification is a plus
  • Familiarity working within fast-paced, growth-oriented business environment

Workplace Requirements:

  • Work in an office environment in close proximity to coworkers (cubicle environment)
  • RHG strives to have high-performing, well-balanced individuals who are generous community contributors

This job entails the above requirements but is not limited to them.  

RHG is an equal opportunity employer. Applicants are considered for positions without regard to race, color, religion, sex, national origin, age, disability, sexual orientation or any category protected by law.

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