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- Tasks: Lead customer care efforts and drive operational excellence in a dynamic call centre environment.
- Company: InteLogix is a tech-driven leader in customer experience solutions, committed to innovation and excellence.
- Benefits: Enjoy a competitive salary, opportunities for growth, and a supportive team culture.
- Why this job: Join a forward-thinking company that values empathy and continuous improvement in customer service.
- Qualifications: 10+ years in customer care and management; Bachelor's degree preferred.
- Other info: Be part of a community-focused organisation making a real impact.
The predicted salary is between 42000 - 52000 £ per year.
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Who We Are
InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers. We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients\’ brands and reputations.
Salary: $58,000-$65,000 per year
Who We Are
InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers. We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients\’ brands and reputations.
Overview
This role requires a multi-talented leader with deep customer care to help InteLogix evolve its customer care organization onsite in Copperas Cove, Texas. The ideal candidate will be focused on setting and achieving targets, fostering a strong team environment across agents, and thinking strategically and analytically. This operations leader will be expected to connect the dots across business targets, user flows and experiences, tools/infrastructure, and operational capabilities.
Responsibilities
- Lead customer care efforts, building out and executing on a global roadmap rooted in SLAs and KPIs.
- Establish and evolve reporting on SLAs, KPIs, and other relevant insights, regularly present data to leadership.
- Manage customer care support vendors and SaaS tool relationships.
- Evaluate existing systems and processes and implement redesigns to improve KPIs and efficiency.
- Establish clear and measurable goals for the customer service teams; develop applicable metrics and track achievement of goals.
- Oversee the deployment of technology and features that improve the customer experience, alleviate the burden on its agents, and facilitate efficient operations.
- Act as a change agent, systematically driving continuous improvement and operational excellence.
- Stay abreast of overall business targets, schedules, and activities.
- Work closely with other functions to be the voice of the customer, providing insight and metrics on historic and anticipated challenges.
- Lead other groups to address customer-impacting issues, armed with clear, data-driven business cases.
- Follow emerging trends and best practices in customer service to identify continuous improvement and efficiency/productivity opportunities.
- Create and manage process and training for retention in all customer communications.
- Prepare forecasts of expenditures/costs, tickets, types of issues, escalations, budgets, etc.
- Manage the appropriate budgets and ensure staffing and tier 1 & 2 workforce planning adequately cover customer complaint/inquiry volume within SLAs.
- Oversee the training and development of current/new hires to provide the level of service that exceed customer expectations.
- Ensure full compliance with all regulations, compliance, and audit reports.
- Manage P&L for the site/territory.
- Participate in community engagement activities
Qualifications
- A minimum of a Bachelors’ degree is preferred, or equivalent work experience.
- 10+ years of customer care, customer service, call center operations, and/or consulting experience
- 10+ years of experience in a people management role preferred.
- 10+ years of experience in BPO/customer service/call-center preferred.
- Experience presenting to senior leadership, partnering cross-functionally, and driving change
- Complete understanding of call center operations, vendor management, operating procedures, and performance metrics; strong knowledge of CRM, call center software tools, and cloud-based telephony.
- Demonstrated leadership and ability to work independently with minimal direction.
- Demonstrated ability to establish a positive working environment, coach, and guide teams.
- Demonstrated ability developing streamlined onboarding and training programs into client programs and campaigns.
- Established competency in creating and rolling out customer service processes, policies, and procedures.
- Highly developed problem-solving skills and sound decision-making combined with analytical experience is required; ability to analyze data, identify issues, and implement process improvements.
- Ability to prioritize and manage multiple priorities successfully; proven ability to manage improvement projects.
Seniority level
-
Seniority level
Director
Employment type
-
Employment type
Full-time
Job function
-
Job function
Management and Manufacturing
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Industries
Business Consulting and Services
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Operations Manager Call Center employer: InteLogix
Contact Detail:
InteLogix Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Manager Call Center
✨Tip Number 1
Familiarise yourself with InteLogix's core values and mission. Understanding their commitment to customer experience and innovation will help you align your responses during interviews, showcasing how your leadership style can contribute to their goals.
✨Tip Number 2
Prepare specific examples from your past experiences that demonstrate your ability to manage teams and improve operational efficiency. Highlighting measurable outcomes will show your potential impact on InteLogix's customer care efforts.
✨Tip Number 3
Stay updated on the latest trends in customer service and call centre operations. Being able to discuss current best practices and how they can be applied at InteLogix will set you apart as a knowledgeable candidate.
✨Tip Number 4
Network with current or former employees of InteLogix if possible. Gaining insights into the company culture and expectations can provide you with valuable information to tailor your approach during the interview process.
We think you need these skills to ace Operations Manager Call Center
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer care and call centre operations. Use specific examples that demonstrate your leadership skills and ability to meet KPIs.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your strategic thinking abilities. Mention how your background aligns with InteLogix's commitment to excellence and innovation.
Highlight Relevant Achievements: In your application, focus on quantifiable achievements from your previous roles. For instance, discuss how you improved customer satisfaction scores or streamlined processes to enhance efficiency.
Showcase Leadership Experience: Emphasise your experience in managing teams and driving change. Provide examples of how you've successfully led projects or initiatives that resulted in improved customer engagement and operational excellence.
How to prepare for a job interview at InteLogix
✨Understand the Company Culture
Before your interview, take some time to research InteLogix's values and mission. Understanding their commitment to customer engagement and innovation will help you align your answers with their culture, showing that you're a great fit for the team.
✨Prepare Data-Driven Examples
As an Operations Manager, you'll need to demonstrate your ability to analyse data and drive improvements. Prepare specific examples from your past experience where you've successfully used metrics to enhance performance or efficiency in a call centre environment.
✨Showcase Leadership Skills
Highlight your experience in managing teams and fostering a positive work environment. Be ready to discuss how you've coached and developed staff, as well as how you've handled challenges in previous roles to ensure high levels of customer satisfaction.
✨Ask Insightful Questions
At the end of the interview, ask questions that show your interest in the role and the company. Inquire about their current challenges in customer care or how they measure success in their operations. This demonstrates your strategic thinking and genuine interest in contributing to their goals.
