Join a fast-paced, constantly-evolving and ever-growing environment. At Afni, our contact center Operations teams put talent to work on diversified client projects. We are problem-solvers who work close to the action.

What you will be doing:

As a contact center Operations Manager, you will be responsible for the overall facilitation of multiple projects' key performance indicators, including quality, sales, staffing levels, attrition, attendance and profitability. The Operations Manager will directly manage a team of Operations Project Coaches, and will be responsible for fostering employee leadership while taking an active role in promoting a culture of outstanding customer service.

Other responsibilities of the management role include:

  • Provide data for client-operations review and meet all appropriate deadlines, as specified.
  • Collect, analyze and present appropriate program data from the perspective of improving performance and quality on all projects.
  • Supervisory responsibilities will include hiring decisions, termination requests, time authorizations, the development and presentation of performance appraisals, and professional development and coaching of subordinates.
  • Ensure consistent & effective daily operations management by managing center resources and capitalizing on opportunities to reduce costs and increase customer call quality.
  • Analyze daily, weekly and monthly reports to current status and recommend future resource planning.
  • Accountable for effectively managing project teams and department spending while maximizing KPI achievement.
  • Communicate potential performance issues and provide solutions to Center Director.
  • Create and maintain a solid client interface with open lines of communication to ensure the highest levels of customer service.
  • Assist in the adherence, planning and analysis of the center's operational budget. 
  • Document and assist in the implementation of center's policies and procedures. 
  • Coordinate communication of policies and procedures, project objectives, and training between corporate, staff, and client.
  • Facilitate leadership development initiatives by effectively motivating, empowering and providing immediate feedback to staff. 
  • Ensure staff performance issues are addressed in a timely and professional manner.

Requirements

As an Operations Manager, you must have the skills and experience necessary to build strong relationships and foster an open and transparent environment; one where your project management team leaders and CSR's feel comfortable coming to you with issues and questions. You must be a strong leader with a coaching mentality, always focused on ensuring that your teams have the resources they need and are well trained.

You must possess the ability to follow up and communicate effectively with your teams. Qualified candidates should be sales and customer service focused with the ability to drive performance while maximizing the financial impact of the company.

Other requirements of the management role include:

  • Bachelor's degree and 3-5 years of relevant customer service and sales experience is preferred.
  • Proven management / leadership experience in an outsourced call center environment
  • Intimate knowledge of both inbound and outbound processes with the motivational skills to effectively drive customer satisfaction is preferred. 
  • Proven budgetary and P&L experience.
  • Strong organizational and planning skills are preferred.
  • Strong verbal and written communication skills are required.
  • Ability to handle multiple tasks and work with shifting priorities.
  • Proficient with computers and related applications.
  • Must be able to work flexible schedule including nights and weekends

Looking for a fun place where you can fit in, fuel your passions, help people, and take charge of your career? You’re in the right place. Join the Afni family and be part of our talented global team passionate about helping people and pursuing the life we dream about.  

Do Your Best Work and Grow Your Career

When you join Afni, we'll instantly make you part of our global family of friendly people focused on making really good customer experiences happen. If you're like us, you want to belong to something special, have meaningful work to do, and know how to achieve your career and life goals. 

Our award-winning training and development programs get you ready to work and grow. If you’re the kind of person who wants to build a career and learn new things, we’ll provide the path and the tools to get you there. You bring the motivation and commitment. 

Work in and Support the Bowling Green Community

Are you the kind of person who loves to get involved in community events and non-profit organizations? We love it and make it a habit to respond to the needs of the Bowling Green community through fund raisers, community events, and other service opportunities. When you work here, you’ll have plenty of chances to get involved. In Bowling Green, we regularly support Big Brother/Big Sisters, March of Dimes, Animal Humane Society, Refugee Center, Relay for Life, and more.

The Perks

Incentives + Bonus
Incentives + Bonus
Competitive Pay
Competitive Pay
Dress for Your Day
Dress for Your Day
Paid Time Off
Paid Time Off
Tuition Reimbursement
Tuition Reimbursement
Fun Events
Fun Events
Referral Bonus
Referral Bonus

Getting Hired

Here’s what to expect and how our hiring process works.

1.

Start your application online by filling out our easy form (literally easy – it takes only a couple of minutes if you type fast). Then, attach your resume and cover letter so that we can get to know you better.

2.

We'll review your qualifications and experience for a possible match. If it looks good, we'll invite you to provide some more information. But don’t worry, it won’t take too long.

3.

If everything still looks promising, we'll be in touch to schedule an interview. Usually this is an initial phone interview followed by a face-to-face meeting. 

4.

We do our best to keep the ball rolling and realize the opportunity needs to be a fit for both you and us. If it doesn’t work out, don’t worry. We may have other positions that are a better fit. Our goal is to place you in a role that gives both you and Afni the best opportunity to succeed.