Pearl Interactive Network is actively recruiting skilled Operations Site Managers (OSMs) to become part of our Talent Community and contribute to the success of future onsite operations. Join us and make an impact!The Operations Site Managers (OSM) is responsible for overseeing daily contact center functions, ensuring optimal workforce management, maintaining quality assurance standards, and leveraging technology to enhance customer experience. This role requires strong leadership, data-driven decision-making, and a strategic approach to omnichannel customer support.Essential Duties and Responsibilities:Contact Center Performance & Operations:
Oversee day-to-day contact center operations, ensuring service level agreements (SLAs) and key performance indicators (KPIs) are met.
Develop and implement standard operating procedures (SOPs) to improve efficiency and customer satisfaction.
Monitor and manage call center performance metrics, including response times, call resolution rates, and customer satisfaction scores.
Workforce Management & Scheduling:
Ensure adequate staffing levels across all communication channels (phone, chat, email, social media) through effective forecasting and scheduling.
Utilize workforce management tools to monitor real-time staffing and make necessary adjustments to meet demand.
Collaborate with leadership to develop workforce optimization strategies and ensure alignment with business goals.
Technology & Process Optimization:
Oversee and optimize the use of contact center technologies, including IVR, chatbots, ACD, CRM platforms, and omnichannel communication tools.
Analyze call routing strategies and implement improvements to enhance efficiency.
Work with IT and vendor partners to troubleshoot and enhance contact center technology solutions.
Quality Assurance & Customer Experience:
Develop and implement quality assurance programs to ensure high customer service standards.
Conduct call monitoring, agent evaluations, and feedback sessions to enhance service quality.
Provide coaching and training to Customer Service Representatives (CSRs) to improve performance and service delivery.
Data Analysis & Reporting:
Analyze contact center data to identify trends, areas for improvement, and opportunities to optimize operations.
Generate reports on workforce performance, customer interactions, and service metrics for senior leadership.
Utilize data-driven insights to inform decision-making and improve customer experience.
Conflict Resolution & Leadership:
Address escalated customer concerns and resolve conflicts effectively.
Foster a positive work environment by providing support, guidance, and mentorship to the contact center team.
Lead initiatives to improve employee engagement, retention, and professional development.
Education and/or Work Experience Requirements:
Bachelor’s degree in Business, Communications, or a related field (preferred).
4 – 5 years of experience in contact center operations, workforce management, or a similar role.
Proven expertise in contact center performance measures, quality assurance, call routing, and omnichannel operations.
Hands-on experience with contact center technologies such as IVR, chatbots, ACD, VOIP telephony, CRM platforms, and workforce management tools.
Strong data analysis skills with the ability to interpret performance metrics and drive process improvements.
Excellent leadership, training, and conflict resolution abilities.
Ability to adapt to changing business needs and proactively implement risk mitigation strategies.
Physical Requirements:While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk or hear. The employee is regularly required to sit for prolonged periods of time. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by the job include close vision, distance vision, depth perception, and the ability to adjust focus.The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. Pearl management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.Background Investigation, Security/EQIP Clearance, Drug Screen and Skills Assessments May Be RequiredPearl Interactive Network, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
