Operations Call Center Help Desk Manager

Start Date: TDB – candidate must first be approved to start with clearance.

Location: Isabela, Puerto Rico

Hours of Operations/Schedule – The Operations Help Desk Manager will align to an operations schedule that best fits the business, employees and projects’ needs. The current project schedule is from 8am to 7pm est. with weekends off.

• Candidates Must be flexible with all schedules.

**Please note that all schedules are subject to change due to business needs.

Pay and Benefits:

Base rate: 65k-80k

Medical, Dental, and Vision benefits available

401(k) available with company match

Paid holidays

PTO (Paid Time Off)

What the Operations Help Desk Manager will be doing:

• Oversee the daily operations of the Contact Center and acts as a primary point of contact for clients, staff and support teams to deliver high quality services in a timely manner.
• Motivate and inspire employees, shadow of a leader and proven leadership.
• Develop and maintain rapport and a professional relationship with the client, staff and support teams to ensure communication channels are open regarding staff successes, opportunities, performance and project growth.
• Authoring and discussing employee's performance appraisals; addressing employee performance and corrective action plans.
• Organizing workflows, performance and overall operations to ensure all projects are aligned.
• Able to work in a high paced changing environment and able to effectively manage many lines of business and tasks.
• Reporting and escalating issues/concerns to your senior manager or HR in a timely fashion.
• Proactively anticipate and develop solutions to possible issues, resolve issues/concerns.
• Lead staff orientations and meetings internally to provide key information and or development; Meet with client and or support teams via meeting, phone or teams.
• Maintain detailed records, agendas, meeting minutes, logs, and operations details.
• Expected to answer calls and emails during high volume periods.
• Managing project KPIs to ensure all requirements are met or exceeded.
• Provide daily/weekly/monthly reports, presentations and or action plans to senior leadership in a team meeting setting or via email/1 on 1.
• Must attend and be prepared for daily/weekly/monthly meetings as assigned, on time.
• Must be able to work with all lines of business and departments, both internal and external.
• May assist in conducting education and lead new hire classes for training.
• Facilitates review and analysis of strategic issues and advises regarding implementation of strategy.
• Provides objective advice and specialized skills to create value, maximize growth or improve performance of the solutions implemented by customers.
• Coaching, mentoring, and supporting other projects, peers, or support teams: work as a team.
• Timely communication by being proactive and keeping your team and leadership aware of all concerns and or potential issues.
• Assistance and managing both hiring new staff and terminations.
• Participates in consulting projects that deliver customer focused results aligned with strategic goals of the Client.
• Perform other duties as assigned or needed.

Operations Help Desk Manager Requirements:

• Bachelor's degree in business, operations management, communications or administration.
  • For equivalency, one year of experience equals one year of education. For equivalency, one year of education equals one year of experience.
• 10 years of experience in a customer service operation setting
  • With a minimum of four (4) years management and supervision for systems and procedures, including the development, implementation, and maintenance of policies, procedures, and projects.
    • Eight (8) years of related experience is equivalent to a four-year degree.
• A multilingual speaker is a plus.
• Must be capable and skilled in oral and written communications and be able to apply these skills in communicating with all levels of management within DEA and the customers supported by the contract.
• Must effectively and efficiently plan, organize, and manage all Help Desk employees assigned to the specific task area.
• Advanced Microsoft Office experience with an emphasis on Excel, Teams, and Outlook Email.

Reasonable Accommodation

If you require alternative methods of application or screening, you must approach the employer directly to request this. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned.

EEO Statement

Capitol Bridge LLC is an Equal Opportunity Employer. All employment decisions at Capitol Bridge LLC are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.

Texting Notice

We communicate with applicants by text in addition to email and phone. If you apply for this position, we may text you about this position, your application for the position or other things relevant to this job position. If we text you and you no longer want us to text you, you can opt out at that time.