BTI Solutions
Call Center Operations Manager AO7177465
Plano, TX
Sponsorship not specifiedDetected 39 days ago
Operations ManagementProcess ImprovementVendor ManagementLeadershipCommunicationProblem Solving
About the role
- This role will focus on identifying inefficiencies, implementing process improvements, and ensuring seamless customer interactions across all touchpoints.
- This role is a vendor and customer-facing role and requires problem-solving and strong communication skills.
- Act as main point of contact for Call Center BPO and Third-Party Administrator
Responsibilities
- Develop and execute strategies to improve customer experience metrics and optimize operational efficiency
- Leverage NPS results, Medallia survey data and KPI results to provide actionable insights and drive process improvements
- Collaborate with cross-functional teams to ensure alignment on customer experience goals and operational objectives
- Analyze and document current processes, identify bottlenecks, and implement solutions to optimize workflows
- Case-manage customer escalations
Requirements
- Bachelor's degree in Business Administration, Operations Management, or a related field.
- 5 years of experience in operations management or a related role.
- Proven track record of improving customer experience and operational processes.
- Strong analytical skills with the ability to interpret data and make data-driven decisions.
Nice to have
- Experience in the mobile device protection industry.
- Familiarity with process improvement methodologies such as Lean or Six Sigma.
- Experience managing cross-functional teams in a fast-paced environment.
- Why work at BTI?
- We're committed to creating a workplace where employees feel valued, supported, and empowered to grow.
- We comply with all applicable federal, state, and local employment laws, including those related to fair hiring practices, pay transparency, workplace safety, and reasonable accommodations.
Skills
- Process Improvement
- Vendor Management
- Business Analysis
- Schedule: Fully onsite
Compensation
- Our team benefits from competitive compensation, comprehensive health and wellness offerings, and opportunities for professional development.
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This listing is sourced directly from BTI Solutions's careers page and normalized into a canonical job model.