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

Clearance:

• U.S. citizenship required

Work Location:

• Tampa, FL (onsite position)