Manager of Operations

Pay

• Annual salary $60,700.

Job Summary

The Manager of Operations works with and directs employees regarding their position responsibilities. The Manager of Operations will supervise the work of customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed. They will perform tasks to assure project and program service level requirements and goals are met, which evaluating key performance indicators to identify training needs and development opportunities.

Job Duties and Responsibilities

• Supervise the work of customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed.
• Perform tasks to assure project and program service level requirements and goals are met.
• Assume leadership responsibility for departmental tasks and contact center activities as required.
• Participate in meetings and recommend changes to policies and procedures.
• Support and enforce contact center expectations.
• Assist with escalated issues or cases as needed.
• Evaluate employee key performance indicators and identify training needs and development opportunities.
• Develop work schedules and assign duties to direct report personnel to ensure efficiency.
• Discuss job performance concerns with employees to identify causes and issues and works closely with the Human Resources department on resolving problems.
• Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work.
• Evaluate employees' job performance and recommend appropriate personnel action.
• Perform other duties as assigned by leadership.
• Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks.
• Comply with all company required policies, procedures and processes including but not limited to required training.
• Generally, supervises semi-skilled employees or a few individual professional contributors.
• Works on issues of limited scope.
• Follows established practices and procedures in analyzing situations or data from which answers can be readily obtained.
• Monitors daily operations of a unit or sub-unit. Requires full knowledge of own area of functional responsibility.
• Frequently interacts with subordinate employees and functional peer groups.
• Interaction normally requires the ability to gain cooperation of others, conducting presentations concerning specific projects or schedules.
• Receives predetermined work assignments that are subject to a moderate level of control and review.
• Directs subordinates to complete assignments using established guidelines, procedures and policies.

Security

Information and Physical Security is the responsibility of every employee. In your position you are required to safeguard the computer systems by following proper username and password management which includes selecting challenging passwords and committing them to memory, they should not be written down or stored where others can freely have access. This also includes securing your desk and workstation when you are not there. This includes locking your session and putting sensitive paperwork away when not physically at your desk. You are not to share your username or password with anyone. The physical security of our offices of are equal importance, never shadow or let someone shadow your entry into a Coast Professional, Inc. facility. If this occurs quickly report this action immediately. You are required to follow all Information Technology policies and procedures regarding the management of your system accounts and equipment. If you witness any security violation you should immediately report it to management.

Qualifications

Education

• Associate Degree or equivalent combination of education, technical training or work experience considered in lieu of degree

Experience

• Minimum of two (2) years of related experience

Knowledge

• Knowledge of collection practices
• Knowledge of collection software/databases
• Principles and practices of customer service
• Report preparations and techniques
• Proper telephone etiquette
• Modern office procedures, methods, and computer equipment

Skills and Abilities

• Provide leadership to and coordinate the activities of assigned staff
• Good verbal and written communication skills
• Handle multiple concurrent tasks
• Maintain appropriate records and compile information for reports
• Deal tactfully and courteously with clients or customers
• Good organizational skills and attention to detail
• Establish and maintain cooperative working relationships
• Principles of supervision, training, and performance evaluation
• Work independently in the absence of immediate supervision
• Analyze problems, identify alternative solutions
• Various state licenses as needed
• Successfully pass pre-employment (post offer) background check

Clearance

As a federal contractor, this position requires U.S. citizenship and security clearance granting access to classified information. The background investigation is conducted by the Office of Personnel Management (OPM) and is an evaluation of the whole person to determine suitability. The suitability review begins after a conditional offer of employment has been accepted and will include a review of your employment, education, residences, references, criminal history and credit, as an example. Some of the most important factors in an investigation are the individual's honesty, candor, and thoroughness in the completion of their security forms. In rare instances, non-U.S. citizens with highly specialized skills and experience may also be considered for the security clearance process.

Licensing

This position requires you are eligible to be licensed as a collector in certain states. Coast will submit and maintain all required individual collector licensing on your behalf.

Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.

Disclaimer

This job description reflects management's assignment of essential job functions but is not intended to be a comprehensive list of all activities, duties and responsibilities required by the job incumbent. Nothing in the herein restricts management's right to assign or reassign duties and responsibilities to this job at any time.

This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.

Coast Professional, Inc. is an Equal Opportunity/Affirmative Action Employer M/F/Vet/Disability. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)