Manager - Operations - Onsite Houston

TSI - Transworld Systems Inc.; Houston (TX); On-site; USD 55,000 - 58,000; Full time

Benefits offered by this job

Paid training

Team-oriented work environment

Growth opportunity

Comprehensive benefits package

Job summary

Transworld Systems, Inc. is seeking a Manager, Operations to oversee call center workflow and supervise supervisors to meet performance targets. This on-site role is based in our Houston, TX office and emphasizes training, coaching, and KPI improvement across the program.

The ideal candidate will lead initiatives to optimize AHT, FCR, and CSAT while collaborating with clients, vendors, and other departments to deliver timely, quality service. Strong leadership and confidentiality are essential.

Qualifications

• Must meet background and drug screen requirements as outlined by the project/client.
• High School Diploma, GED or equivalent required.
• Associate's degree or equivalent relevant work experience. Bachelor’s degree preferred.
• 2 years of previous call center operations experience required.
• 4 years of previous call center operations experience preferred.
• Two years successful track record as a manager, preferably in a call center environment.
• Excellent communication and interpersonal skills.
• Strong leadership and managerial skills.
• High degree of confidentiality.
• Excellent computer/CRM/telephone system skills (Five9 preferred).
• Excellent organizational and analytical abilities.
• Strong work ethic and flexibility in schedule.

Responsibilities

• Evaluates individual performance and overall team effectiveness.
• Maintain and enhance call center operations by supervising system performance, identifying and providing solutions to problems.
• Allocate work to call center supervisors according to workload.
• Collaborate with other departments, clients, and vendors to enhance service delivery.
• Manage a team of supervisors, handle multiple tasks in a fast-paced environment.
• Provide on-going training and mentoring front line leadership (Team Leads/Supervisors).
• Utilize and manage software tools for effective operations.
• Assist the Senior Operations Manager with administrative duties and reporting.
• Develop and implement strategies to improve KPIs such as AHT, FCR, and CSAT.
• Identify opportunities to streamline workflows and improve operational efficiency.
• Perform other duties as assigned by senior management.

Skills

Call center operations

Leadership

Communication skills

Interpersonal skills

Confidentiality

CRM

Microsoft Word/Excel

Telephone systems

Education

High School Diploma, GED or equivalent

Associate's degree

Bachelor’s degree

Tools

Five9

Job description

Overview

Transworld Systems, Inc. is an industry leader, customer-first provider of customer relationship outsourcing services, accounts receivable management, loan servicing and legal services for many of the world’s leading companies. We have over 50 years of experience in handling customer contacts and interactions across a broad spectrum of industries. The Manager, Operations acts as a direct liaison between the organization and its clients. Supervises and coordinates the workflow activities and operations of the program to meet the volume management target. Monitor, train and coach Supervisors to ensure that they meet and exceed individual and departmental performance objectives. Works to resolve problems and ensure that products are delivered timely and as expected.

Work Location

This is an onsite position in our Houston, TX office

Compensation

$55-58k exempt/annual salary

Why should you consider TSI (part of TSI family of companies)?

• Paid training
• Team-oriented work environment
• Growth opportunity
• Comprehensive benefits package available: including medical, dental and vision, 401k retirement plan with employer matching, paid time off and paid holidays!

Responsibilities

• Evaluates individual performance and overall team effectiveness
• Maintain and enhance call center operations by supervising system performance, identifying and providing solutions to problems.
• Responsible for allocating work to call center supervisors according to the call center workload.
• Collaborating with other departments, clients, and vendors to enhance service delivery.
• Manage a team of supervisors, handle multiple tasks simultaneously, and manage in a fast-paced environment.
• Provide on-going training and mentoring front line leadership (Team Leads/Supervisors).
• Utilizing and managing software tools for effective operations.
• Assist the Senior Operations Manager with administrative duties and reporting.
• Develop and implement strategies to improve key performance indicators (KPIs) such as average handle time (AHT), first call resolution (FCR), and customer satisfaction (CSAT)
• Identify opportunities to streamline workflows and improve operational efficiency.
• Perform other duties as assigned by senior management.

Qualifications

• Must meet background and drug screen requirements as outlined by the project/client
• High School Diploma, GED or equivalent required
• Associate's degree or equivalent relevant work experience. Bachelor’s degree preferred.
• 2 years of previous call center operations experience required.
• 4 years of previous call center operations experience preferred.
• Two years successful track record as a manager, preferably in a call center environment.
• The ideal candidate must possess excellent communication and interpersonal skills.
• Must possess strong leadership and managerial skills.
• Also requires a high degree of confidentiality.
• Must possess excellent computer- call center system skills to include; Knowledge of Microsoft Word, Excel, CRM, and Telephone Systems (Preferably Five 9).
• Excellent organizational and analytical abilities
• Strong work ethic that exhibits high ethical and moral standards
• Must have flexibility in work schedule

Physical Demands

• Regularly required to stand or sit, and move about
• Required to use desktop computer including mouse to open, close programs and keyboard with accuracy.

Work Conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. You are acknowledging that you can perform the essential functions with or without a reasonable accommodation. The noise level in the work environment is usually moderate. The work environment is primarily indoors. The position requires little to no travel.

This job description is not an exclusive or exhaustive list of all job functions that a team member in this position may be asked to perform. Duties and responsibilities can be changed, expanded, reduced or delegated by management to meet the business needs of the company.

We provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, status as a protected veteran, genetic information, status as a qualified individual with a disability and any other basis protected by federal, state or local laws.