Deputy Operations Manager (Limited Service)

Kgcco; Tampa (FL); Hybrid; USD 60,000 - 85,000; Full time

Job summary

Kenific Group Call Center Operations (KGCCO) in Tampa is seeking a Deputy Operations Manager for its limited-service contact center. You will oversee daily operations, ensure performance metrics are met, and keep staff updated on corporate policies and procedures.

Qualifications include a high school diploma or equivalent and 1–3 years of supervisory experience in a contact center. Strong organizational, communication, and multitasking skills are essential for success.

Qualifications

• High school diploma or equivalent required.
• 1–3 years of contact center supervisory experience required.
• Strong organizational and communication abilities required.

Responsibilities

• Oversee daily operations of the contact center to meet performance metrics.
• Maintain updated knowledge of policies and procedures across projects.
• Provide staff with updates on policies and procedures.

Skills

Organizational skills

Problem-solving

Communication

Influence

Detail orientation

Multi-tasking

Education

High school diploma or equivalent

1-3 years supervisory experience

Job description

Deputy Operations Manager (Limited Service)

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

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