Operations Manager

Job summary
Operations Manager (Administrator II)Position Specific RecruitmentHighly motivated and experienced professional
Job seniority: mid-to-senior level
Responsibilities
• Manage day-to-day administrative operations of the Contact Center• Ensure accurate information is provided to MVA customers• Coach and develop agents to meet daily metrics and objectives• Analyze the effectiveness of current processes and recommend improvements• Design and monitor development programs for Customer Agents• Build and maintain relationships with other MVA divisions• Oversee administrative duties of supervisor and lead workers• Ensure compliance with policy and procedures• Investigate employee issues and administer discipline• Report to Contact Center Manager
Requirements
• Graduation from an accredited high school or high school equivalency certificate• Five years of experience in administrative staff or professional work• Two years of supervisory experience within a Contact Center environment• Selective qualifications may apply