Operations Leader: CSR Floor Performance & Coaching

CTI Resource Management; Chester (VA); On-site; USD 75,000 - 95,000; Full time

Job summary

CTI Resource Management is seeking an Operations Manager for our Chester, VA facility. This role is crucial in leading the Customer Service Representative (CSR) Supervisors, ensuring that all operations align with CMS and Maximus standards. You will be responsible for monitoring performance on the production floor while addressing coaching needs and managing staff development.

The ideal candidate will have a Bachelor's degree in Business or Management, alongside at least four years of supervisory experience in a relevant environment. Strong analytical abilities and excellent communication skills are essential for this role.

Qualifications

• 4 years of supervisory or leadership experience in a call center or customer service program.
• Strong knowledge of contact center operations metrics.
• Bilingual ability is a benefit.

Responsibilities

• Supervise and develop CTI CSR Supervisors at the Chester facility.
• Monitor adherence to performance standards including call quality and schedule compliance.
• Conduct performance reviews and coaching sessions.

Skills

Reading Comprehension

Critical Thinking

Active Listening

Speaking

Instructing

Troubleshooting

Time Management

Education

Bachelor's degree in Business or Management

Tools

Microsoft Office

Job description

CTI Resource Management is seeking an Operations Manager for our Chester, VA facility. This role is crucial in leading the Customer Service Representative (CSR) Supervisors, ensuring that all operations align with CMS and Maximus standards. You will be responsible for monitoring performance on the production floor while addressing coaching needs and managing staff development.

The ideal candidate will have a Bachelor's degree in Business or Management, alongside at least four years of supervisory experience in a relevant environment. Strong analytical abilities and excellent communication skills are essential for this role.