Experienced Remote Contact Center Operations Manager – Technical Support and Customer Service Leadership

Introduction to Workwarp and the Role

At Workwarp, we are dedicated to delivering exceptional customer experiences through our contact center operations. As a leader in the industry, we are committed to creating an environment where our employees feel valued, inspired, and supported. We are now seeking an experienced Contact Center Operations Manager to join our team on a remote basis. This is a temporary assignment scheduled from approximately December 1 to May 1, offering a unique opportunity to make a significant impact in our technical support and customer service operations.

Job Highlights

• Competitive Compensation: We offer a competitive salary to attract the best talent in the industry.
• Company Culture: Workwarp promotes a culture of inclusion and diversity, ensuring that everyone feels welcome and valued in our workplace.
• Remote Work Opportunity: This 100% work-at-home position provides the flexibility and comfort of working from your own space.
• Immediate Start Date: We have immediate openings available, allowing you to start making a difference right away.
• Professional Growth: We believe in providing continuous growth opportunities for our employees, supporting their professional development within a dynamic and supportive environment.

Key Responsibilities

As a Contact Center Operations Manager, you will play a crucial role in the development, implementation, and improvement of our day-to-day operations. Your key responsibilities will include:

• Developing and implementing operational practices that promote positive employer-employee-client relationships.
• Managing compliance and reporting for all center operations to ensure we meet the highest standards of ethical and professional conduct.
• Overseeing day-to-day contact center operations and business planning to drive efficiency and effectiveness.
• Promoting the highest standards of ethical and professional conduct throughout the organization.
• Continuing liaison efforts with various departments, including Account Management, Quality Assurance, and IT, to ensure seamless collaboration and communication.
• Performing other related duties and assignments as required to support the growth and success of our contact center operations.

Essential Qualifications

To be successful in this role, you will need:

• A Bachelor's degree from an accredited college or university or equivalent work experience.
• Two to three years of contact center management experience, with a strong background in technical support and customer service.
• Currently a supervisor or above with excellent program management skills, including the ability to manage multiple programs concurrently.
• Experience managing programs with varying service objectives and a proven track record of achieving results.

Preferred Qualifications

While not essential, the following qualifications are preferred:

• Experience with strategic development and implementation, especially in operating policies and procedures.
• Strong TOPS implementation skills and proficiency in Microsoft Office functions, including extended Outlook functions and complex Excel functions.
• Excellent verbal, listening, and written communication skills, with the ability to communicate effectively with employees, clients, and stakeholders at all levels.

Skills and Competencies

To excel in this role, you will need to possess the following skills and competencies:

• Leadership and Management: The ability to lead and manage a team of contact center professionals, providing guidance, support, and development opportunities to ensure their success.
• Communication and Interpersonal: Excellent communication and interpersonal skills, with the ability to build strong relationships with employees, clients, and stakeholders.
• Problem-Solving and Analytical: Strong problem-solving and analytical skills, with the ability to analyze data, identify trends, and develop solutions to drive efficiency and effectiveness.
• Time Management and Organization: The ability to prioritize tasks, manage multiple projects, and meet deadlines in a fast-paced environment.

Career Growth and Development Opportunities

At Workwarp, we are committed to providing continuous growth opportunities for our employees. As a Contact Center Operations Manager, you will have access to:

• Paid Training: Comprehensive training programs to develop your skills and knowledge in contact center operations and management.
• Professional Development: Opportunities to attend industry conferences, workshops, and seminars to stay up-to-date with the latest trends and best practices.
• Mentorship: Mentorship programs that pair you with experienced professionals who can provide guidance, support, and valuable insights.
• Career Advancement: Opportunities for career advancement within the organization, with a clear path for professional growth and development.

Work Environment and Company Culture

At Workwarp, we pride ourselves on our positive and inclusive company culture. As a remote employee, you will be part of a dynamic and supportive team that values:

• Diversity and Inclusion: We promote a culture of diversity and inclusion, ensuring that everyone feels welcome and valued in our workplace.
• Flexibility and Work-Life Balance: We offer flexible working arrangements, including remote work options, to support your work-life balance and overall well-being.
• Employee Wellness: We prioritize employee wellness, with access to wellness programs, employee assistance programs, and mental health resources.
• Recognition and Rewards: We recognize and reward our employees' achievements and contributions, with opportunities for bonuses, promotions, and other incentives.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• Competitive Salary: A salary that reflects your experience and qualifications.
• Full Benefits: Comprehensive benefits, including medical, dental, vision, 401k, and more.
• Paid Time Off: Generous paid time off, including vacation days, sick leave, and holidays.
• Employee Wellness and Engagement Program: Access to wellness programs, employee assistance programs, and mental health resources.

Conclusion

If you are a motivated and experienced contact center professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Contact Center Operations Manager at Workwarp, you will have the chance to make a significant impact in our technical support and customer service operations, while enjoying a flexible and supportive work environment. Don't miss out on this opportunity to join our dynamic team and take your career to the next level. Apply now and take the first step towards a rewarding new role.

Submit Your Application

Seize this opportunity to make a significant impact. Apply now and take the first step towards a rewarding new role. Apply To This Job