TSI - Transworld Systems Inc. · 2 days ago
Senior Operations Manager - Customer Service/Call center
Atlanta, GA
Full-time
Onsite
Mid, Senior Level
$72K/yr - $75K/yr
4+ years expTransworld Systems, Inc. is an industry leader in customer relationship outsourcing services, accounts receivable management, loan servicing, and legal services. They are seeking a Senior Operations Manager to lead strategic client relationship management efforts, oversee teams, and ensure performance objectives are met.
AnalyticsCRMFinancial ServicesMarketingOutsourcing
Responsibilities
Lead strategic client relationship management efforts to deepen partnerships, identify growth opportunities, and support the expansion of differentiated, strategic client offerings
Lead teams of managers, supervisors and agents
Create and implement strategy to ensure performance objectives are met
Organize, direct, and monitor daily activities of agents and supervisors
Monitor and review individual and team performance
Monitor calls to observe individual demeanor, technical accuracy, and conformity to company and client policy and procedure; provide feedback as required
Monitor and analyze productivity of agents; generate reports based on analysis
Field questions from team and client contacts; recommend corrective services to address customer complaints
Provide coaching and development feedback and provide leadership to all staff
Ensure all client compliance requirements are met
Monitor and ensure compliance with attendance, dress code, and all company policies
Maintain contact with client as determined by management
Monitor email and voice mail to ensure all communications are up to date and accurate
Ensure all payroll deadlines are met
Ensure daily and monthly performance results are tracked by agent and team
Conduct monthly/annual performance reviews with direct reports
Administer performance improvement plans and disciplinary warnings as needed
Train, motivate, develop and reward agents
Responds to and works to resolve agent concerns in a timely manner
Prepare reports as needed
Perform other duties as assigned by Director or VP
Possess working knowledge of utility industry regulated market credit/collections practices
Qualification
Required
Must meet background and drug screen requirements as outlined by the project/client
Minimum of 4 years of management experience in operations, customer service and business administration in a call center setting
Minimum of 2 years' experience providing leadership and development to team leads/supervisors centered on coaching and developing representatives
Availability to work from am-pm weekdays, and weekend hours when necessary
Thorough knowledge of Avaya
Proficient with Microsoft Excel and Word
Experience calculating figures and amounts
Experience Analyzing Statistical Requirements
Ability to coordinate multiple tasks simultaneously
Understand and respond to diverse population
Manage by Walking Around (MBWA)
Previous experience in putting together QBR's (Quarterly Business Reviews) for assigned program
Bachelor's degree from an accredited college or university required with major course work in business administration, marketing, or a similar field
Equivalent work experience in a similar position may be substituted for educational requirements
Benefits
Paid training
Comprehensive benefits package available: including medical, dental and vision, 401k retirement plan with employer matching, paid time off and paid holidays!
Company
TSI - Transworld Systems Inc.
Transworld Systems Inc.
10001+ employees
H1B Sponsorship
TSI - Transworld Systems Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (2)
2022 (1)
Funding
Current Stage
Late StageLeadership Team
Angela Armstrong
Executive Vice President & General Manager
Recent News
2026-01-16
2025-09-16
2025-08-18
Company data provided by crunchbase