Operations Manager
Inktel Contact Center SolutionsFort Lauderdale, Florida, United States
Posted November 17, 2023
Full Time
About the Company
Inktel Contact Center Solutions is a leading business‑process outsourcing provider that designs and delivers end‑to‑end call‑center and contact‑center services. Leveraging a Customer‑First operating model, the company blends skilled agents, advanced technology, and data‑driven analytics to optimize every customer interaction across sales, support, and retention. Key service areas include sales and revenue enhancement, revenue protection, multilingual support, multi‑channel engagement (email, chat, mobile, social), and seasonal peak management. Inktel’s distinctive “Passion for People” philosophy fosters a high‑performance culture that partners closely with clients to boost market share, operational efficiency, and cost savings. The firm’s commitment to personalized, technology‑enabled solutions positions it as a trusted partner for organizations seeking scalable, customer‑centric contact‑center excellence.
Job Description
An excellent Call Center Manager must be an organized, reliable and results-driven professional with excellent customer service and communication skills.
Requirements
- Develop objectives for the call center's day-to-day activities
- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
- Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
- Assume responsibility of budgeting and tracking expenses
- Hire, coach and provide training to personnel to maintain high customer service standards
- Monitor and improve ordering, telephone handling and other procedures
- Evaluate performance with key metrics (accuracy, call-waiting time etc.)
- Prepare reports for different departments or upper management