Summary of Position

The Operations Manager provides leadership and direction to the Supervisors, team leaders, and CSRs to ensure project and team goals are met in accordance with contractual obligations. The Operations Manager will be responsible for ensuring that all calls are answered timely, accurately, and in a friendly and professional manner. This position requires excellent interpersonal, organizational, written, analytical, and spoken communication skills along with supervisory and leadership skills.

Essential Job Requirements

• Assists the Project Manager and Vice President, Contact Center in leading and supervising the Louisiana Department of Revenue Contact Service Center
• Responsible for the day-to-day performance and development of the team leaders and Customer Service Representatives on their team
• Handles escalated customer calls which requires a thorough knowledge of the tax laws and departmental policies and procedures when necessary
• Directs Supervisors
• Assists in performing Quality Assurance reviews of completed work, identifying performance and deficiencies, and working with the QA Manager and Training Managers 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
• Utilizes Power Bi Reporting for management

Required Education

Associates Degree or Business school Degree required

Required Experience

• At least five years of experience with Contact Service Center operations using CRM
• At least 2 years of experience working with LA tax laws
• At least two years of experience in a leadership position
• Proficiency 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
• Successful record of accomplishment for leading, motivating, counseling, and training employees
• Leadership and management capabilities in a multifunctional, multicultural environment
• Superior organizational, interpersonal, and communication skills
• Ability and attitude to provide outstanding customer service to both internal and external customers
• Self-motivated with the ability to prioritize and make independent decisions
• Detail and results-oriented with initiative and a follow-through approach to completion