Are you a strategic thinker and people-first leader who thrives in a fast-paced, mission-driven contact center environment? Pearl Interactive Network is seeking accomplished Operations Managers (OMs) to join our Talent Community as we prepare for future operations.If you’re passionate about performance, process improvement, and team development, let’s stay connected.The Operations Manager (OM) is responsible for managing, coaching, and developing a team of Supervisors. The Operations Manager will ensure quality, productivity, and Key Performance Indicators (KPI) are achieved.  Operating Hours: 8 am - 8 pm EST Monday-FridayTechnical Equipment and Remote Office Requirements:Technical Equipment and Remote Office Requirements:Broadband internet connection with a minimum download speed of 25 Mbps and upload speed of 5 Mbps. No Satellite Connections. Test your network at speed.cloudflare.com to verify before you apply. Ethernet cable access. Wi-Fi-only connectivity is prohibited. Private and secure workspace within your home. Away from noise and distractions. Computer equipment, monitor, and headset provided. Essential Duties and Responsibilities:Responsible for the day-to-day management of an individual contact center, including contact center supervisors.   Monitor the quality of each supervisor’s team and ensure they are providing appropriate and timely coaching to the CSRs to improve performance.  Work with Senior Site Manager to advise supervisory staff on disciplinary and termination actions in conjunction with the human resources department.  Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments.  Establish a high standard for productivity, quality, customer service as well as define user guidelines.  Manage and improve center performance through performance monitoring, problem resolution, system audits, and quality assurance measures.  Aid the human resources department in the recruitment process by interviewing potential hires and outlining clear job expectations.  Prepare the annual budget after estimating necessities, correcting overspending, analyzing cost variance and scheduling expenses.  Summarize, collect and analyze call center trends and data for regular performance reports.  Oversee system maintenance and upgrade implementation. Call for repairs and troubleshooting as needed.  Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects.  Determine a course of action and modify existing procedures and methods based upon the interpretation of general policies of the functional area.  Meet with Supervisors and Senior Manager for Weekly 1:1 and Manager Team Meetings.  Participate in Business Process and Consistency Reviews.  Promote a positive team-oriented and employee participative culture.  Has a solid understanding of company policies and procedures.  Participate in programs to recognize and reward quality performance.  Perform other related tasks as assigned.  Education and/or Work Experience Requirements:Bachelor’s degree in business management preferred.   Minimum 3 years of related experience in operations, customer service, including supervisory or equivalent military experience.  Experience in implementation of call center services organization and other startup operations.  Excellent interpersonal skills and self-sufficient.

Demonstrated knowledge/experience in infrastructure management including facility, IT support & business processes.  Intermediate to advanced user of MS Outlook, Calendar, Excel (Office 365 – 2016) and SharePoint.  Experience with a wide range of web-based applications and cloud services including document storage.  Excellent verbal/written communication skills including follow through.  Strong time management skills with the ability to quickly assess priorities and make adjustments as needed.  Maintain positive relationships and work well within a team, both in-office and virtual.   Ability to solve complex problems and issues.  Strong analytical skills to interpret and forecast financial budgets.  Develop, recommend and implement plans for continuous process improvement.  Strong leadership experience and skills.  Great customer relations skills and experience.  Flexibility and willingness to perform other duties as assigned.