Insight Global is seeking a Call Center Operations Manager for one of our litigation clients based in northern New Jersey. This role will be an onsite position and will be managing a team of close to 20 individuals.
We Operations Manager to lead our customer service operations in Northern New Jersey. The ideal candidate will have a proven track record in managing large call center teams, driving performance improvements, and ensuring exceptional customer service. This role requires strong leadership, strategic thinking, and the ability to foster a positive and productive work environment.
Key Responsibilities will include but not limit:
- Oversee daily operations of the call center, ensuring efficient and effective service delivery.
- Develop and implement strategies to improve customer satisfaction, call quality, and operational efficiency.
- Monitor key performance indicators (KPIs) and provide regular reports to senior management.
- Lead, mentor, and develop a team of call center managers and agents.
- Manage staffing levels, including recruitment, training, and scheduling.
- Handle escalated customer issues and ensure timely resolution.
- Collaborate with other departments to align call center operations with overall business objectives.
- Stay updated on industry trends and best practices to continuously enhance call center performance.
We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
HR@insightglobal.com. The EEOC "Know Your Rights" Poster is available
here.
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https://insightglobal.com/workforce-privacy-policy/ .
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.