Operations Manager - Department of Education

Summary of Position

Essential Job Requirements

• Assists the Louisiana Project Manager in leading and supervising the Louisiana Department of Education Contact Center
• 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 Quality Assurance and Training team 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
• Regular and timely attendance
• Other duties as assigned

Required Education

Required Experience

• At least five years of experience with Contact Center operations using CRM
• At least two years of experience in a leadership position
• Professional experience 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
• Leadership and management experience in a multifunctional, multicultural environment