At a Glance
- 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.
- Other info: Be part of a community-focused organisation making a real impact.
- 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.
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
- 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 ManufacturingIndustries
Business Consulting and Services
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#J-18808-LjbffrOperations Manager Call Center in Farnborough employer: InteLogix
InteLogix is an exceptional employer, offering a dynamic work environment in Copperas Cove, Texas, where innovation and excellence are at the forefront of our operations. We prioritise employee growth through comprehensive training and development programmes, fostering a culture of collaboration and continuous improvement. With competitive salaries and a commitment to community engagement, we empower our team to make a meaningful impact while enjoying a fulfilling career.
StudySmarter Expert Advice🤫
We think this is how you could land Operations Manager Call Center in Farnborough
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at InteLogix. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like InteLogix before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Operations Manager Call Center in Farnborough
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to InteLogix:Your cover letter is your chance to shine! Tell us why you want to work at InteLogix specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at InteLogix!
How to prepare for a job interview at InteLogix
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
