Plans, organizes and manages 24x7 call center operations by implementing call center strategies, improving systems and processes and managing staff to optimal performance. Will work to provide service excellence within center to internal and external customers while ensuring revenue, service and client satisfaction goals are met. The operations manager must be able to manage priorities and demonstrate a strong aptitude for problem resolution.

• Manage center operations Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; managing system and process improvement and quality assurance programs. Establish a high standard for productivity, quality and customer service.
• Employee management - Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Develop and lead team managers provide guidance to team managers to maximize team performance and productivity.
• Promote and develop strong client relationships Solid communication, client follow up and timely problem resolution is needed to solidify and grow relationships and volumes.
• Budget management Meets call center financial objectives by estimating requirements; assist in preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions

• Four year college (Bachelors Degree)
• Minimum of five years of management experience.
• Prefer 3+ years of call center management experience.
• Motivated self-starter.
• Experience with the Ring Central cloud communications platform is preferred
• Excellent verbal and written communication skills.
• Strong oral and written communication skills
• Ability to handle multiple priorities effectively
• Have experience motivating groups of agents to perform at high levels.

People taking care of people. Its that simple. At Crawford & Company, we treat our clients policyholders like our own, helping to restore and enhance lives, businesses and communities at all points of the claims management process. Combining a legacy of nearly 80 years of unmatched experience with global capabilities and industry-leading technology, Crawford is at the forefront of change, while also staying firmly rooted to our commitment to putting people first.

We are guided by our collective value system: RESTORE.

At Crawford, we:

• Respect our culture of integrity and ethical behavior, while embracing the unique talents of the individual and encouraging an ownership mentality among everyone.
• Are Empowered to advance the company mission and take ownership of our individual career progression.
• Promote Sustainability through a corporate culture in which employees are good stewards of their communities.
• Emphasize Training and an environment where employees continually seek and share knowledge and are engaged and satisfied with their work.
• Are One Crawford, embracing a global mindset thats inclusive, agile, mission-focused, and customer-focused.
• Give Recognition, participating in an environment where people are rewarded for jobs well done.
• Embody an Entrepreneurial Spirit, sharing a passion to succeed, innovate, and outpace our competitors.

We believe in leading by example at work and in our communities. We hail from more than 70 countries and speak dozens of languages, reflecting the global fabric of the audience we serve. Though our reach is vast, we proudly operate as One Crawford: united in mission, vision and values. Learn more at www.crawfordandcompany.com.

In addition to a competitive salary, Crawford offers you:

• Career advancement potential locally, nationally and internationally. Crawford & Company has more than 700 locations in 70 countries
• On-going training opportunities through every stage of your career
• Strong benefits package including matching 401k; health, dental, and life insurance; employee stock purchase plans; tuition reimbursement and so much more.

Crawford & Company participates in E-Verify and is an Equal Opportunity Employer. M/F/D/V Crawford & Company is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Crawford via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Crawford HR/Recruitment will be deemed the sole property of Crawford. No fee will be paid in the event the candidate is hired by Crawford as a result of the referral or through other means.