Operations Manager | Local Account

Join our dynamic and rapidly expanding team! We're on the lookout for a talented and passionate Operations Manager to lead and inspire our dedicated teams.

About the Position:

As an Operations Manager you will be at the forefront of driving operational excellence and team performance. Your primary responsibilities will include:

Operations Management:

• Set productivity standards and operational strategies to meet performance targets.
• Ensure smooth day-to-day operations, enabling tools and resources for team success.
• Maintain comprehensive knowledge of receivables portfolios and adhere to FDCPA compliance.

Cost Management:

• Monitor profitability by managing headcount and optimizing automated systems.
• Reduce inefficiencies by preventing unnecessary outreach to non-responsive numbers.

Stakeholder Management:

• Handle client escalations and report system downtimes or performance issues.
• Provide insights into financial and operational trends impacting results.

Continuous Improvement:

• Drive enhancements in employee performance, training, and work processes.
• Develop agents' negotiation skills and operational tools to boost effectiveness.

Leadership:

• Champion adherence to company policies and foster a positive, professional culture.
• Evaluate employee performance, recommend development plans, and manage team dynamics.
• Recognize achievements, build rapport, and support team-building activities.

Qualifications:

• Background in Telco Account is preferred
• Willing to work in shifting schedule
• Minimum 5-7 years of call center management experience.
• Bachelor's degree (college graduate)
• Strong communication and interpersonal skills.
• Ability to multitask in a fast-paced environment and act with sense of urgency.
• Excellent problem-solving abilities with a focus on continuous improvement.

Why Join Us?

At Support Services Group, we're more than just a workplace — we're a community dedicated to excellence. When you join our team, you'll have the opportunity to grow both personally and professionally, with ample room for advancement and skill development.

Company Description:

Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.