Call Center Operations Leader - Workforce & Quality

Integrated Resources Inc.; Ewing Township (NJ); On-site; USD 90,000 - 120,000; Full time

Job summary

A leading staffing firm seeks a Call Center Operations Manager in Ewing Township, NJ. The role involves overseeing a team and managing call center activity to ensure high service levels. A background in call centers, especially with leadership experience, is essential for this position that will require traveling.

Qualifications

• Minimum of 5 years supporting call centers.
• Minimum of 5 years of leadership experience.
• Healthcare experience is a plus.

Responsibilities

• Manage a team of 8-12 FTEs.
• Ensure efficient workforce coverage for call volumes using queuing theory.
• Lead telephony/customer service projects.

Skills

Call center workforce management systems

Understanding of call center queuing theory

Education

Bachelor's Degree

Job description

A leading staffing firm seeks a Call Center Operations Manager in Ewing Township, NJ. The role involves overseeing a team and managing call center activity to ensure high service levels. A background in call centers, especially with leadership experience, is essential for this position that will require traveling.