Summary of Position

The Operations Manager provides leadership and direction to the Supervisors, team leaders, and CSRs to ensure project and team goals are met in accordance with contractual obligations. The Operations Manager will be responsible for ensuring that all calls are answered timely, accurately, and in a friendly and professional manner. This position requires excellent interpersonal, organizational, written, analytical, and spoken communication skills along with supervisory and leadership skills.

Essential Job Requirements

• Assists the CSC Director in leading and supervising the Louisiana Statewide CSC
• Responsible for the day-to-day performance and development of the team leaders and CSRs on their team
• Directs Supervisors
• Assists in performing QA reviews of completed work, identifying performance and deficiencies, and working with the QA Manager and Training Managers to develop ongoing refresher training for individuals or the entire operational staff
• Provides leadership and direction to ensure Contract performance and customer satisfaction goals are met
• Identifies business process work flows and implements process changes for continued improvement
• Participates fully in State initiatives and meetings when required

Required Education

Associate Degree is preferred

Required Experience

• At least five years of experience with CSC operations using CRM
• At least two years of experience in a leadership position
• At least two years of experience with State operations
• Proficiency using Microsoft Office Suite
• Experience in administration management, including experience resolving personnel actions
• Experience in fiscal and contract management and developing creative solutions to complex problems
• Successful record of accomplishment for leading, motivating, counseling, and training employees
• Leadership and management capabilities in a multifunctional, multicultural environment
• Superior organizational, interpersonal, and communication skills
• Ability and attitude to provide outstanding customer service to both internal and external customers
• Self-motivated with the ability to prioritize and make independent decisions
• Detail and results-oriented with initiative and a follow-through approach to completion