OPERATIONAL EXCELLENCE

Work Location Address: Work from Home

Working Hours/ Shift Requirement:  Monday-Friday 7:30 am- 6:00 pm CST

Salary range: 30-35k Negotiable based on experience in high-level/ large-scale management.

Job Description:

Manage a team of call center agents and delivery managers to ensure business needs are being met, team leaders are effectively leading their teams, all employees are adhering to company policies and procedures. 

Implementing new processes.  

Suggesting new ideas for business improvement.  

Ensuring end-to-end customer satisfaction by utilizing the employees in place.  

Ensuring action items assigned to subordinates are completed. 

Identifying underperforming team members, establishing a plan to correct the concern, and deciding if an issue hasn’t been correct and the employee needs to be reassigned or removed.  

Ensuring training needs are being met consistently and timely.

Qualifications:

Must have perfect written and spoken English, extensive experience managing 20+ employees in a corporate setting. Must have perfect English.

Must be capable of managing remotely.

Must have excellent follow up.

Must have an aggressive personality and able to be firm, direct, and honest with underperforming employees while also maintaining a respectful tone– being able to make hard decisions like terminating someone when it’s necessary.

Must be able to listen to an issue a customer is having or the business is having and be able to look at the roles he/she is responsible for and decide where changes can be made within his/her staff to positively impact said issue/ problem.

Must be a go-getter.  Someone who doesn’t need to be told “go handle this” but can identify things that needs to be done and gets it handled.  

Must be able to work under the standard pressure of c-suite executives and be able to deliver the needs communicated in an appropriate way to lower level teams.