Operators Division Manager

Please, write your current location (country)

Key Responsibilities:

• Lead and manage the daily operations of the Call Center/Operators Division.
• Handle administrative matters, including scheduling, work schedules, vacations, sick leave, holiday coverage, and employee substitutions.
• Collect, analyze, and report contact center statistics and performance indicators.
• Monitor the company's ratings, oversee responses to negative Yelp reviews, and resolve client-related issues.
• Ensure uninterrupted and high-quality operation of the Operators Division.
• Oversee debt collection activities and Membership contracts, including sales, support, and timely payments.
• Monitor operator performance, including call handling, response times, and non-voice communication.
• Recruit, train, and develop operators for the internal call center and franchise locations.
• Develop and maintain training materials, courses, the knowledge base, scripts, response templates, informational articles, and internal documentation.
• Configure and maintain RingCental telephony, including users, queues, call scenarios.
• Conduct team meetings, monitor call recordings, provide feedback, and improve operator performance.
• Calculate employee salaries, monitor market compensation, and develop motivation and performance ranking systems.
• Resolve employee conflicts and optimize call center processes through process development, implementation, training, and retraining.

Qualifications:

• 3+ years of experience managing a call center or customer support operations.
• Strong leadership and people management skills.
• Experience with workforce scheduling and performance management.
• Strong analytical skills with experience tracking KPIs and operational metrics.
• Experience creating training programs, SOPs, and process documentation.
• Familiarity with telephony systems (RingCental experience is a plus).
• Excellent organizational, problem-solving, and communication skills.
• Experience with CRM and customer service software.
• Ability to manage multiple priorities in a fast-paced environment.

We offer:

• Remote position
• Probation period - 2 months
• Salary is $2500/month
• Working hours from 8 am till 5 pm (Mon-Fri, California time)