Customer Care/Call Center Operation Manager

New York
May 23, 2013
Jun 22, 2013
Human Resources
Full Time
The Customer Care Operation Manager is primarily responsible for managing incoming interactions from customers, specifically via calls, instant message and emails. The Operations Manager is responsible for managing and directing all inbound call center operations and implementing and reviewing call center procedures and policies in order to serve our customers by delivering a high standard, efficient customer service experience and to represent the organization in the best possible way.

The ideal candidate will be an extremely organized, detail-obsessed self-starter. The ability to juggle multiple projects and stay calm and collected under pressure must be part of your DNA. You thrive on being part of a collaborative team and will never say the words "It's not my job"!

Teams at XO Group are very dedicated and excited about what they do - we work hard to maintain that atmosphere. The right candidate will be proactive, smart, entrepreneurial, and enthusiastic!

Major Tasks, Responsibilities and Key Accountabilities:

-Responsible for ensuring the execution of the business plan in an efficient and profitable way, by improving the operational systems, processes and policies in support of XO Group's mission - specifically, support better management reporting, information flow and management, business process and organizational planning.
-Play an integral role in long-term planning, including an initiative geared toward operational excellence and pleasing the customer.
-Responsible for determining long-range objectives and goals to meet business operation expectations.
-Promoting a culture that encourages and ensures both staff and customer satisfaction.
-Recruit, hire and train CORs
-Managing a team of call center representatives and directing their activities for the achievement of call center targets and goals.
-Developing and supervising a team of representatives and monitoring team performance to ensure that the call center goals are met and support call center quality.
-Measuring and demonstrating the group productivity as well as the individual's reports related to customer outcomes.
-Identifying and articulating reporting requirements, which includes targets, specific data, and anticipated outcomes.
-Liaison with IT to ensure that systems supporting the department are meeting or exceeding requirements to allow the team to offer best in class service
-Identifying, recommending and supporting the implementation of various programs for the improvement of call center processes.
-Liaising with supervisor, team leaders, and other operatives to collect information and resolve issues.
-Monitors random inbound calls to improve the quality minimize errors and track operative performance.
-Sets up and meets performance goals and targets for speed, sales, efficiency and quality.
-Forecasts and analyzes information against budget statistics on a weekly and monthly basis.
-Motivates, coaches, and retains staff as well as coordinates incentive schemes.

Job Requirements, Essential Skills and Competencies:

-Excellent problem-solving, communication and interpersonal skills.
-Solid customer focus and able to operate well in teams.
-Ability to set, satisfy and exceed targets.
-Ability to express ideas in a clear and concise manner.
-Solid problem-solving, analytical, and math skills.
-Ability to think tactically and identify significant success factors.

Preferred Education and Qualifications:

-Bachelor's degree in Business, Management, or related field
-5 years Operations Management, Customer Service, or Call Center experience

XO Group Inc. complies with all federal, state, and municipal laws that prohibit discrimination because of age, race, color, religion, sex, national origin, disability, marital status, veteran status, sexual orientation, or any other protected characteristic.

Thank you for your interest in this position and our company. It is appreciated.