Virginia Licensed Operations Manager

Job Summary

A company is looking for a CSMA Operational Manager to lead its customer service team.

Key Responsibilities

• Oversee daily contact center operations to meet service levels and performance goals
• Analyze operational metrics and provide actionable feedback to improve efficiency
• Lead and develop a diverse team while driving continuous improvement initiatives

Required Qualifications, Training, and Education

• Knowledge of Contact Center Telephony Systems and real-time monitoring tools
• Proficiency in analyzing performance metrics for operational improvements
• Ability to manage and motivate a diverse team in a high-volume environment
• Basic understanding of workforce management tools for resource allocation
• Experience in analyzing operational data and implementing process improvements