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Job Description

Insight Global is seeking a Call Center Operations Manager for one of our litigation clients based in northern New Jersey. This role will be an onsite position and will be managing a team of close to 20 individuals.

We Operations Manager to lead our customer service operations in Northern New Jersey. The ideal candidate will have a proven track record in managing large call center teams, driving performance improvements, and ensuring exceptional customer service. This role requires strong leadership, strategic thinking, and the ability to foster a positive and productive work environment.

Key Responsibilities will include but not limit:

- Oversee daily operations of the call center, ensuring efficient and effective service delivery.

- Develop and implement strategies to improve customer satisfaction, call quality, and operational efficiency.

- Monitor key performance indicators (KPIs) and provide regular reports to senior management.

- Lead, mentor, and develop a team of call center managers and agents.

- Manage staffing levels, including recruitment, training, and scheduling.

- Handle escalated customer issues and ensure timely resolution.

- Collaborate with other departments to align call center operations with overall business objectives.

- Stay updated on industry trends and best practices to continuously enhance call center performance.

We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form (https://airtable.com/app21VjYyxLDIX0ez/shrOg4IQS1J6dRiMo) . The EEOC "Know Your Rights" Poster is available here (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) .

To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .

Skills and Requirements

- 5+ years of experience as a Call Center Manager

- Experience working in professional services

- Experience managing at least 15+ person teams

- Tech Savvy/CRM experience - Law Firm experience

- Experience with RingCentral or Salesforce null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].