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Pearl Interactive Network, Inc. is a fast growing managed services and national staffing firm. In addition to performing a social mission of creating jobs for veterans, disabled veterans, people with disabilities, military spouses and people living in geographically challenged areas, we provide exceptional service to all job-seekers.  We believe that it is our duty to be an asset to our customers, to each other and to the community. We are honored that you have decided to pursue an employment opportunities with us.

As an equal employment opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

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Operations Manager

Location: Tempe, AZ

The Operations Manager is responsible for managing, coaching and developing a team of Supervisors for the U.S. Census Questionnaire Program.? The Operations Manager will ensure that quality, productivity and Key Performance Indicators (KPI) are achieved.   

 

Job Duties:  

  • Responsible for the day-to-day management of the operation of an individual contact center, including contact center supervisors.  

  • Monitors the quality of each supervisor’s team and ensures they are providing appropriate and timely coaching to the CSRs to improve performance. 

  • Participates in interviewing and hiring of contact center staff. 

  • Works with Senior Site Manager to advise supervisory staff on disciplinary and termination actions in conjunction with the human resources department. 

  • Meets with Supervisors for 1:1’s. 

  • Meets with Senior Manager for Weekly 1:1 and Manager Team Meetings. 

  • Participates in Business Process and Consistency Reviews. 

  • Promotes a positive team-oriented and employee participative culture. 

  • Has a solid understanding of company policies and procedures. 

  • Participates in programs to recognize and reward quality performance. 

  • Performs other duties as assigned. 

 

Job Requirements:  

  • Bachelor’s degree in business management preferred.  

  • Minimum 3-5 years of related experience in operations, customer service, including supervisory or equivalent military experience. 

  • Experience in implementation of call center services organization and other startup operations. 

  • Demonstrated experience managing/coaching various organizational levels. 

  • Fluency in the following languages a plus: Spanish (Northern American), Chinese (Mandarin), Chinese (Cantonese), Arabic, Korean, Vietnamese, Russian, or Tagalog. 

  • Excellent interpersonal skills and self-sufficient.? 

  • Demonstrated knowledge/experience in infrastructure management including facility, IT support, business processes. 

  • Intermediate to advanced user of MS Outlook, Calendar, Excel (Office 365 – 2016) and SharePoint. 

  • Experience with a wide range of web-based applications and cloud services including document storage. 

  • Excellent verbal/written communication skills and excellent follow through. 

  • Strong time management skills with the ability to quickly assess priorities and make adjustments as needed. 

  • Ability to maintain positive relationships and work well within a team, both in-office and virtual.? 

  • Ability to solve complex problems and issues. 

  • Strong analytical skills to interpret and forecast financial budgets. 

  • Ability to develop, recommend and implement plans for continuous process improvement. 

  • Strong leadership experience and skills. 

  • Great customer relations skills and experience. 

  • Flexibility and willingness to perform other duties as assigned. 

 

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. Pearl management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary. 

 

Background Investigation or DoD Clearance, Suitability and Skills Assessments Required 

 

Skills/Qualifications/Keywords: Action Oriented/Tenacity, Dealing with Ambiguity, Compassion, Customer Focus, Ethics and Values, Functional and Technical Skills, Informing, Integrity and Trust, Listening, Priority Setting, Problem Solving, MS Outlook and Office Skills, Leadership Team, People Skills, Diversity, Professionalism, Organization, Team Oriented, Learning, Flexibility, Effective Communication. 

 

Pearl offers a full benefits package that includes medical, dental, vision, life insurance, paid time off, paid holidays, and a 401K.? Additional ancillary benefits will also be available.?  

 

Pearl Interactive Network, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, veteran status, disability status, genetics, or sexual orientation and gender identity. 

 

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