Deputy Operations Manager (Limited Service)

The Kenific Group; Tampa (FL); On-site; USD 42,000 - 64,000; Full time

Job summary

The Kenific Group seeks a Limited-Service Deputy Operations Manager for its Tampa contact center. You will oversee daily operations, monitor performance, and ensure policy adherence.

This onsite role requires a high school diploma and 1-3 years of supervisory experience in a contact center, plus US citizenship. You will lead training, report on metrics, and drive quality improvements.

Strong organizational and communication skills are essential to influence teams and resolve issues promptly.

Qualifications

• High school diploma or equivalent.
• 1–3 years of contact center supervisory experience.
• U.S. citizenship required.

Responsibilities

• Oversee the daily operations of a contact center team to ensure performance metrics are met.
• Maintain updated knowledge of the contact center performance requirements, as well as corporate and project policies and procedures.
• Provide assistance and updates to staff regarding these policies and procedures.
• Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
• Collaborate with customers to ensure open communication, cooperation, and timely issue resolution.
• Address inadequate quality issues with the supervisory team in relation to reviews and corrections of calls monitored.
• Monitor performance goals and objectives for the contact center staff, including completion of daily and weekly reports.
• Provide contract and corporate leadership with updates on all issues regarding quality, training, policy, procedures, staff issues, and departmental performance levels.

Skills

Organizational skills

Communication skills

Detail-oriented

Education

High school diploma

Job description

Position Summary:

Kenific Group Call Center Operations (KGCCO) seeks a Limited-Service Deputy Operations Manager for its Tampa contact center location.

Primary Responsibilities:

• Oversee the daily operations of a contact center team to ensure performance metrics are met.
• Maintain updated knowledge of the contact center performance requirements, as well as corporate and project policies and procedures.
• Provide assistance and updates to staff regarding these policies and procedures.
• Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
• Collaborate with customers to ensure open communication, cooperation, and timely issue resolution.
• Address inadequate quality issues with the supervisory team in relation to reviews and corrections of calls monitored.
• Monitor performance goals and objectives for the contact center staff, including completion of daily and weekly reports.
• Provide contract and corporate leadership with updates on all issues regarding quality, training, policy, procedures, staff issues, and departmental performance levels.

Skills/Qualifications:

• Excellent organizational and problem-solving skills.
• Excellent communication skills with the ability to influence people at all levels of the organization.
• Highly organized and detail-oriented with the ability to handle multiple projects simultaneously while exceeding established goals and objectives.

Education/Experience Requirements:

• High school diploma or equivalent
• 1-3 years of relevant contact center supervisory experience

Clearance:

• U.S. citizenship required

Work Location:

• Tampa, FL (onsite position)