Manager - Operations - Sallie Mae - Onsite Houston

• →Evaluates individual performance and overall team effectiveness 
• →Maintain and enhance call center operations by supervising system performance, identifying and providing solutions to problems. 
• →Responsible for allocating work to call center supervisors according to the call center workload.
• →Collaborating with other departments, clients, and vendors to enhance service delivery.
• →Manage a team of supervisors, handle multiple tasks simultaneously, and manage in a fast-paced environment.
• →Provide on-going training and mentoring front line leadership (Team Leads/Supervisors).  
• →Utilizing and managing software tools for effective operations.  
• →Assist the Senior Operations Manager with administrative duties and reporting.
• →Develop and implement strategies to improve key performance indicators (KPIs) such as average handle time (AHT), first call resolution (FCR), and customer satisfaction (CSAT)
• →Identify opportunities to streamline workflows and improve operational efficiency.
• →Perform other duties as assigned by senior management.

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We provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, status as a protected veteran, genetic information, status as a qualified individual with a disability and any other basis protected by federal, state or local laws.

• Must meet background and drug screen requirements as outlined by the project/client
• High School Diploma, GED or equivalent required
• Associate's degree or equivalent relevant work experience. Bachelor’s degree preferred.
• 2 years of previous call center operations experience required.
• 4 years of previous call center operations experience preferred.
• Two years successful track record as a manager, preferably in a call center environment.
• The ideal candidate must possess excellent communication and interpersonal skills.  
• Must possess strong leadership and managerial skills.  
• Also requires a high degree of confidentiality.  
• Must possess excellent computer- call center system skills to include; Knowledge of Microsoft Word, Excel, CRM, and Telephone Systems (Preferably Five 9).
• Excellent organizational and analytical abilities  
• Strong work ethic that exhibits high ethical and moral standards
• Must have flexibility in work schedule

• Regularly required to stand or sit, and move about
• Required to use desktop computer including mouse to open, close programs and keyboard with accuracy.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. You are acknowledging that you can perform the essential functions with or without a reasonable accommodation. The noise level in the work environment is usually moderate. The work environment is primarily indoors. The position requires little to no travel.