Contact Center Manager - Overnight Operations

Job Description

Summary:

The Surveillance Operations Manager will report directly to the Associate Director of Surveillance Operations and may assume some of those duties in the absence of the Associate Director. This role will have Supervisor and Team Lead direct reports as well as supervisory/management responsibilities.

Plan, manage and coordinate daily operations of the Surveillance Operations Center and teams. Drive individual and team performance to exceed SLAs for performance and quality. Monitor supervisor productivity and provide constructive guidance, feedback, development and coaching. Ensure Supervisors and Leads understand their responsibilities, duties and/or delegated tasks. Train, coach, and lead the surveillance operations staff as they provide support for our customers. Identify trends and assist in establishing and achieving Surveillance Operations goals and metrics. Prepare and analyze reports and data to drive continuous improvement. Develop a data-driven workforce management system with daily, weekly, monthly and quarterly reports. Foster an environment of open communication and inclusion. Interact with international partners and support functions to build and develop processes and efficiencies.

This is a full-time, salaried position. Hours of work and scheduled days are subject to the needs of the business. Hours beyond normal business hours will be required to fulfill the duties associated with this role. The capacity to support random shifts to accommodate all employees in a 24x7 environment is required.

Requirements:

Minimum 5 years’ experience in Contact Center Operations or Customer Support management

Minimum 3 year's experience managing Supervisors/salaried personnel

Workforce Management, Hiring and/or Training experience highly preferred

Outstanding organizational, interpersonal and leadership skills.

Clear, professional-level communications skills with the ability to communicate at all levels.

Prefer Bachelor’s or Associate's degree.

Strong office software such as Google suite, Microsoft (Excel, Word, Outlook, etc.), email.

Ability to obtain and maintain a Texas Department of Public Safety Alarm Monitoring License.

Assist in the resolution of customer complaints/problems

Establish and develop a Team Leads to assist in training new employees

Ensure employee adherence to company policies and procedures and assist supervisors with disciplinary actions as the need arises.

Perform step-level 1:1s with Leads at least quarterly

Manage time off, scheduling, staffing and payroll for department

Assist in the recruitment, talent acquisition and onboarding of new team members.

Coordinate efforts with peers in other departments to ensure Customer Satisfaction (CSAT) (Internal and External).

Educate internal and external customers regarding the capabilities and functions of the Surveillance Operations team

Build and manage team schedules to ensure 24/7 coverage

Full-time