Job Description

POSITION PURPOSE
The CAC Operations Manager provides leadership to the contact center workforce and is actively engaged in managing teams to drive effective operations, associate engagement, and excellent customer service. The Operations Manager is responsible for driving the overall effectiveness of business unit goals for the Call Center, specifically Quality Assurance/ Process Improvement, Training/Knowledge Base, Workforce Management/Staffing and direct management of production associates. The Operations Manager provides direction and ongoing management of the center to include driving operational metrics, expense control, and staffing. They will be actively involved in building cusomter service enhancements and process improvements. The incumbent is also responsible for leading and directing strategic initiatives that enable the center to continue meeting/exceeding KPIs. Responsible for driving and maintaining elevated performance and profitability through lead performance, project work and technology enhancements to increase productivity. Must develop recommendations, prioritize issues and develop solutions by meeting and working with a diverse group of people. Acts as the point person for Supervisors and acts as the primary point of contact in the Senior Manager, Call Center Operations absence.

MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
25% - Sets priorities for assigned branches and directly manages assigned team towards the achievement of branch objectives and goals.
25% - Ensures that assigned branch unites handle inbound/outbound communications to the highest professional standards and to the satisfaction of the customer and the Company. Works through direct reports to maintain excellent service level, monitors performance and ensures the branch unit's performance meets/exceeds standards.
20% - Effective trainer on new processes and technological improvements. Acts as an escalation path for customer concerns and periodically conducts real-time call/email or chat monitoring. Conducts coaching with associates in order to enhance service quality and increase productivity and branch performance.
15% - Evaluates real-time performance and contributes to continuous improvement initiatives by tracking customer issues, identifying patterns and root causes and executing recommended solutions. Responsible for process improvements, training and development. Promotes ongoing cooperative relationships.
15% - Ensures positive working relationships, effective communication and ensures that associates are equipped with information critical to the success of their roles. Builds and develops an effective, high performing team. Works through direct reports to ensure competence and continuing improvement. Other tasks as assigned.

NATURE AND SCOPE
This position reports to Senior Manager.
This position has 5-15 direct reports.

ENVIRONMENTAL JOB REQUIREMENTS
Environment:
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Travel:
Typically requires overnight travel less than 10% of the time.

MINIMUM QUALIFICATIONS
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.

Education Required:
The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.

Years of Relevant Work Experience: 3 years

Physical Requirements:
Frequent periods are spent standing or sitting in the same location with some opportunity to move about; occasionally there may be a need to stoop or lift light objects (typically less than 8 pounds).

Preferred Qualifications:
Must have 3-5 years leading exempt supervisors or managers
Must be able to work a flexible schedule to include evenings, weekends, and holidays as required to support the business
Knowledge or experience in the home improvement, retail or telemarketing field
Advanced Powerpoint skills
Intermediate Microsoft Word, Excel
Knowledge of NICE call monitoring systems
Experience with CMS
Knowledge of Salesforce
Outbound calling campaign strategy experience

Knowledge, Skills, Abilities and Competencies:
*Proven track record of performance management, training, coaching, and mentoring work teams, documenting processes, analyzing trends and achieving exceptional level of customer service.
*Experience with analysis, problem solving and project management.
*Prior knowledge of installation process.
*Knowledge or experience in the home improvement industry.
*Strong computer skills.
*Knowledge or experience dealing with subcontractors.
*Experience managing and operating within a call center environment.