Capitol Bridge LLC is seeking an experienced On-Site Operations Call Center Manager to join our Columbia, South Carolina leadership team. The Operations Call Center Manager must be on-site daily and will be supporting projects that provide contact center and administrative support. Every day, Capitol Bridge LLC is entrusted to support government programs by providing exemplary services to our client(s). The Operations Call Center Manager will serve as first point of contact to the Supervisor Leadership team, Customer Service agents, Subcontractors/Clients and Support Staff. The On-Site Call Center Manager will facilitate positive, constructive, and critical feedback to ensure their team(s) have the tools they need to succeed in their role.

Start Date: TBD upon Project Contract Approval (Pending Project Contract)

New Hire Training Schedule: TBD upon Project Contract Approval

Hours of Operations- Live Production Schedule - The On-Site Manager will align to an operations schedule that best fits the business, employees and projects' needs.

• Must be flexible with all schedules and be able to work weekends and or holidays.

**Please note that all schedules are subject to change due to business needs.

Pay and Benefits:

Base rate:Commensurate on Experience and Project Contract Approval
Medical, Dental, and Vision benefits available
401(k) available with company match
Paid holidays
PTO

What the On-Site Call Center Operations Manager will be doing:

• Oversee the daily operations of the Contact Center and acts as a primary point of contact for clients, staff and support teams to deliver high quality services in a timely manner.

• Ability to motivate and inspire employees, shadow of a leader and proven leadership.

• Develop and maintain rapport and a professional relationship with the client, staff and support teams to ensure communication channels are open in regard to staff successes/opportunities/performance and project growth.

• Build and manage the Contact Center team.

• Accountability conversations and documentation.

• Authoring and discussing employee's performance appraisals; addressing employee performance and corrective action plans.

• Organizing workflows, performance and overall operations to ensure all projects are aligned.

• Able to work in a high paced changing environment and able to effectively manage many lines of business and tasks.

• Reporting and escalating issues/concerns to your senior manager or HR in a timely fashion.

• Proactively anticipate and develop solutions to possible issues, resolve issues/concerns.

• Lead staff orientations and meetings internally in order to provide key information and or development; Meet with client and or support teams via meeting, phone or teams.

• Maintain detailed records, agendas, meeting minutes, logs, and operations details.

• Create apositive team environment by motivation and recognition.

• Maximize employee and site efficiency and profitability.

• Managing project KPIs to ensure all requirements are met or exceed.

• Provide daily/weekly/monthly reports, presentations and or action plans to senior leadership in a team meeting setting or via email/1 on 1.

• Must have the ability to remain calm and respectful under pressure and or changes.

• Must attend and be prepared for daily/weekly/monthly meetings as assigned, on time.

• Must be able to work with all lines of business and departments, both internal and external.

• Must be able to accept positive, constructive, and critical feedback.

• Must have strong verbal and written communication skills.

• Review and address opportunities with leadership members, senior leadership and or support teams.

• Complete daily, weekly, and monthly required documentation in a timely matter; project or client based.

• Ensuring that performance goals and accountability are clearly communicated and up to date.

• Coaching, mentoring, and supporting other projects, peers, or support teams: work as a team.

• Timely communication by being proactive and keeping your team and leadership aware of all concerns and or potential issues.

• Must be able to adapt quickly to change, be proactive and find solutions to problems

• Perform other duties as assigned or needed.

Call Center Operations Manager Requirements:

• Bachelor's degree in business administration, communications, management, or a related field is preferred.

  • An Associate degree with 3 years of Operation Manager work experience, or a high school diploma/GED if it is accompanied by 5 years of Operation Manger work experience may be acceptable.

• Minimum of 5 Years of Call Center and Customer Service Experience.

  • Experience Managing multiple projects, employees or contracts at a time is required.

• Must be flexible with schedule and be available to work weekends, holidays and or nights.

• Proven ability to develop and implement strategies to improve call center operations.

• Excellent communication, interpersonal, and leadership skills

• Familiarity with report generation and data analysis.

• Ability to follow oral and written directions with minimal guidance or supervision.

• Must be organized and have strong time management skills.

• Advanced Microsoft Office experience with an emphasis on Excel, Teams, and Outlook Email.

• Ability to analyze and interpret complex data and generate actionable insights.

Reasonable Accommodation

If you require alternative methods of application or screening, you must approach the employer directly to request this. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned.

EEO Statement

Capitol Bridge LLC is an Equal Opportunity Employer. All employment decisions at Capitol Bridge LLC are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.

Texting Notice

We communicate with applicants by text in addition to email and phone. If you apply for this position, we may text you about this position, your application for the position or other things relevant to this job position. If we text you and you no longer want us to text you, you can opt out at that time.