Call Center Operations Manager

If you?re looking for a career where teamwork combines with excellence, where innovations blends with creative thinking, and support for career enhancements is inherent, then we want you to help us "make it happen" as a Call Center Operations Manager with Harte-Hanks Direct Marketing in Austin, TX. We provide state-of-the-art lead processing, customer care and management via a variety of channels--from web-based solutions to more traditional teleservice--for businesses ranging from computer hardware and software manufacturers to financial services companies.

The Call Center Operations Manager is responsible for planning, organizing, and managing all operational activities for a large inbound customer care account. Our call center is a multi-site, multi-shift, 7-day per week operation. This person will:

Direct the forecasting and scheduling of daily workforce.

Continuously evaluate workflow and identify opportunities for improvement.

Track and measure individual and team productivity and quality results for staffing forecasts.

Drive improvements in overall service levels, transactional efficiencies & cost management.

Implement new processes, procedures and technologies as needed.

Manage and motivate call center staff to meet customer service performance goals. Ensure that all inbound and call center incentives are developed and executed as planned.

Maintain and monitor performance, production, attendance and punctuality records, reviews and appraisals for staff.

Monitor adherence to company quality monitoring goals.

Ensure adherence to company policies.

Responsible for the supervision, coaching, monitoring, training, reviewing, disciplining of assigned staff.

Qualifications:

?Thorough knowledge of inbound call center operations.

?Understanding and ability to execute inbound programs to ensure service levels and financial objectives are met.

?Strong planning, forecasting, problem-solving and analytical skills.

? Proven ability to develop and produce reports from existing systems, analyze them and make informed recommendations.

?Knowledge of current call center & workforce management technology.

?Demonstrated ability to interact with peers, senior management and other departments in a professional manner.

?Strong organizational, leadership and interpersonal management skills.

?Possess budgeting and financial planning skills.

?Demonstrated communication skills both written and verbal.

?Must be able to foster a positive and productive work environment, with ability to lead, build teams, and motivate staff.

?Possess excellent knowledge of manpower planning and scheduling in a customer service environment. -

?Ability to work in a dynamic fast paced atmosphere.

?Solid understanding of computer basics (Windows, Excel, Word, Operating Systems and the Internet).

?Ability to speak, read & write in English.

Preferred Qualifications:

?4 years min. inbound call center management experience.

?Degree preferred.

?Experience with post-sales operations.

?Experience with TCS scheduling software & Workforce Management Systems.

?Experience with high tech environment.

?Bi-lingual

Compensation:

We offer a generous compensation package including -

On-Site Child Care

Paid Vacation Days

Medical and Dental Coverage

401 K

Employee Stock Purchase Plan

Tuition Reimbursement

Interested candidates may email resume to employment-austin@harte-hanks.com Please reference 'Call Center Operations Manager' in the subject line.

Harte-Hanks promotes a drug-free work environment. An EEO/AAP employer.