ISR Operations Manager (100% Remote)

Virtual

Req #1445

Sunday, May 12, 2024

Do you enjoy working with the senior community?

ClearCaptions

Since our founding in 2011, our mission has been to improve the lives of seniors and their caregivers. We are deeply passionate about communication and committed to becoming the foremost provider of services and solutions that enable seniors to lead more meaningful and independent lives. We also understand the power of connection and the profound impact it has on the lives of individuals who are hard-of-hearing. By utilizing enhanced automatic speech recognition, human captioning, and innovative product development, we deliver easy-to-use, cutting-edge technology to our primarily senior customer base. Our near real-time phone captioning technology allows individuals with hearing loss to see what callers are saying, enabling them to regain their connection to the world.

ClearCaptions is a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of privacy, security, and professionalism. We recognize the importance of maintaining the trust and confidence of our customers, and we continually strive to exceed their expectations.

For more information about our services please visit clearcaptions.com.

Position Summary:

The Inside Sales Representative (ISR)Operations Manager works closely with our Inside Sales Representatives and BPO sales partners at ClearCaptions to deliver a world-class customer experience through regular coaching, training, and hands on experience. This role supports company and departmental goals by directly influencing the frontlines to answer sales lead calls, follows department and company procedures, and ultimately wins new customers.

This is a Remote/Work from Home position reporting to the Sr. ISR Operations Manager.

What you will do:

• Sets new individual metrics and monitors existing department metrics to maximize employee productivity.

• Builds team KPIs and manages employee and BPO performance.

• Manage BPO third party to established guidelines and requirements of all agents and KPI’s.

• Manage and oversee a team of Inside Sales chat agents, ensuring high-quality customer service through chat interactions.

• Compile and analyze data on recorded calls and transcribed chat interactions to identify trends and improve processes.

• Holds calibration sessions to identify coaching opportunities and build skill.

• Works with Inside Sales Supervisor and BPO management to assign daily agent workload.

• Support and deliver the company culture and directives.

• Responsible for workforce management oversight to the team.

• Troubleshoot telephony or CRM (Customer Management) issues for employees and acts as department contact to resolve system issues.

• Provide daily assignments to Supervisors, Team Leads and Representatives to ensure workload, emails, Chatters (IM) and calls are addressed in a timely, efficient, and knowledgeable manner.

• Analyze reporting to identify performance trends and opportunities for improvement.

• Identify gaps in processes and partner to remediate.

• Ensure compliance guidelines are understood and followed.

• Drive and analyze Call Center performance and lead initiatives and strategy to increase conversion.

• Complete trainings as scheduled and identifies new opportunities for growth.

• Stay up to date on industry trends and best practices in chat support to continuously improve operations.

• Provide backup to peers and leadership when necessary.

• Perform other related duties as assigned.

  The kind of people we look for:

• Versatile people who thrive on variety and challenge.

• Excited about working in a fast-paced environment .

• Innate problem solvers who want to grow in a flexible, collaborative culture .

• Takes initiative, pushes boundaries, motivated to innovate .

• Talented individuals with a growth mindset who want to use their learning and relationship-building skills .

• Align with our company core values: Integrity, Accountability, Collaboration, Service and Quality .

  Qualifications:

• Minimum 3+ years’ experience in a managerial or supervisor position. Proven experience in a customer support role.

• Experience in workforce management and call center skills.

• Experience leading a chat/SMS team and proficiency of chat support software and tools.

• Ability to solve problems with limited information.

• Must have strong computer skills and knowledge of basic telephone technology.

• Good organizational skills and attention to detail are essential.

• Must have good interpersonal and active listening skills.

• Exceptional customer service skills are a must.

• Excellent verbal and written communication skills, presentation, and problem-solving skills.

• Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes.

• Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment.

• Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality.

• Willingness and ability to work flexible hours.

• Proficient in MS Office, modern communication tools for virtual teams (i.e., MS Teams)

  Physical Demands : Employees may experience the following physical demands for extended periods of time: · Sitting, standing, and walking (95-100%) · Keyboarding (70-90%) · Viewing computer monitor, tablet, and/or cell phone requiring close vision (70-90%)

  Work Environment:

• 100% Remote:   Work environment is primarily indoors at home, customer or vendor site, or other business meeting venue; exposure to all types of weather and temperature conditions during travel, and exposure to hazardous driving and traffic conditions. Travel (approx. 5%), may include overnight and out of state travel.   

  Compensation:

  $74,000 to $86,000/yr plus Inside Sales team bonus with consideration to experience and geographical location. Please see www.clearcaptions.com/careers for an overview of our generous benefits program.

  Intrigued to learn more?

  When you apply for this role, your information will be personally reviewed by our talent acquisition team (not by a robot). You can expect to hear back from us with feedback if we think there could be a fit and what next steps look like.

  ClearCaptions is an equal opportunity employer committed to inclusion and diversity . All employment decisions are based on business needs, job requirements , and individual qualifications, without regard to race , color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics .

Disclaimer:

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job.

ClearCaptions is an Equal Opportunity Employer.

Other details

• Pay Type Salary

• Min Hiring Rate $74,000.00

• Max Hiring Rate $86,000.00

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