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Pearl Interactive Network, Inc. is a fast growing, multi-channel contact center solutions company. 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: Virtual, in the U.S.

The Operations Manager is responsible for managing, coaching and developing a team of Supervisors. 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 an individual contact center, including contact center supervisors.
  • Monitor the quality of each supervisorís team and ensures they are providing appropriate and timely coaching to the CSRs to improve performance.
  • Work with Senior Site Manager to advise supervisory staff on disciplinary and termination actions in conjunction with the human resources department.
  • Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments.
  • Establish a high standard for productivity, quality, customer service as well as define user guidelines.
  • Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures.
  • Aid human resources department in recruitment process by interviewing potential hires and outlining clear job expectations.
  • Prepare annual budget after estimating necessities, correcting overspending, analyzing cost variance and scheduling expenses.
  • Summarize, collect and analyze call center trends and data for regular performance reports.
  • Oversee system maintenance and upgrade implementation. Call for repairs and troubleshooting as needed.
  • Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects.
  • Determine a course of action and modify existing procedures and methods based upon the interpretation of general policies of the functional area.
  • Meet with Supervisors for 1:1ís.
  • Meet with Senior Manager for Weekly 1:1 and Manager Team Meetings.
  • Participate in Business Process and Consistency Reviews.
  • Promote a positive team-oriented and employee participative culture.
  • Solid understanding of company policies and procedures.
  • Participate in programs to recognize and reward quality performance.
  • Perform other duties as assigned.

Classification:  Full-time, exempt

Operating Hours:  8am - 5pm EST, Mon. - Fri. based on business needs

Location:  Virtual based

Requirements:

  • Bachelorís degree in business management preferred
  • Minimum 3-5 years of related experience in operations, customer service, including supervisory or equivalent military experience
  • Experience managing/coaching various organizational levels
  • 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 Ė 2016) and SharePoint
  • Familiarity with a wide range of web-based applications and cloud services including document storage
  • Excellent verbal/written communication skills including follow through
  • Strong time management skills with the ability to quickly assess priorities and make adjustments as needed
  • Maintain positive relationships and work well within a team, both in-office and virtual
  • Solve complex problems and issues
  • Strong analytical skills to interpret and forecast financial budgets
  • 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
  • Embrace our winning Pearl Culture which promotes our employee's desires and efforts to serve our consumers, coworkers, clients, and community by exhibiting our Pearl values of customer satisfaction, teamwork, & family atmosphere, quality, respect, transparency and innovation

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 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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