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Operations / Program Manager

    • Job Tracking ID: 512305-608781
    • Job Location: Independence, ORE
    • Job Level: Mid Career (2+ years)
    • Job Type: Full-Time/Regular
    • Date Updated: February 13, 2018
    • Years of Experience: 2 - 5 Years
    • Starting Date: March 26, 2018
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Job Description

We are looking for an Operations Supervisor / Program Manager who not only works hard but also enjoys quality of life.

Ask yourself:

Are you looking for a new career or a job?

Do you enjoy a supportive leadership work environment?

Is it important for you to work with a financially strong and growing company?

Do you prosper in a friendly and fun work environment?

Is respect, integrity, transparency, collaboration and leadership important values for you?

If you answered yes to any of the above questions, then take a look at FCR. We may be the perfect company for you.


The position is primarily responsible for managing day-to-day Call Center Operations and is the primary point of contact for an FCR client. This also includes balancing FCR needs and client needs while maximizing satisfaction for both FCR and the client.


Report directly to the Director of Call Center Services.Maintain constant communication of floor needs, wants, concerns and plans to all stakeholders.Work with the Director of Call Center Services to assure client needs and company needs are in balance.Negotiate differences with client to assure satisfaction for both stakeholders.Is on call and available during all hours to address client and operational needs Is the primary point of contact for all emergency situations.Attend weekly meetings to discuss current trends, quality, upcoming events, project planning, and current project status.Proactively communicate new ideas and wins to the client and to all levels within the organization.Direct important client milestones/needs with the leadership team to assure timely compliance.Consistently track project KPIs and identifies key drivers affecting the project and implement action items based on key drivers. Reports findings and action items to the client.Track both internal and external quality scores and identify quality trends, making suggestions for action items to the Director of Call Center Services.Create and deliver presentations on project status, planning, wins and challengesIs responsible for managing a team of leads/supervisors.Hold weekly One-on-One meetings to discuss team performance and career goals.Administer training and mentoring to ensure success in the supervisor role and development toward the next level of management.Provide coaching and feedback on performance.Evaluate all employee documentation to ensure consistency.Review employee schedules and approves any time off requests.Be responsible for hiring and terminations.Direct and manage new hire training.Work with the Director of Call Center Services to consistently manage project profitability.Organize regular client visits to the call center.Coordinate regular visits to the client’s location.


Experience and Skills


Skill at providing effective leadership to a large team.Capable of training and mentoring individuals and/or a group.Ability to interact at a high level with clients and internal leadership.Aptitude to manage and provide feedback to all types of individuals.Talent to adapt to an ever-changing environment.Faculty to create training documents.Robust verbal and written communication.Solid organizational skills.Strong analytic skills.Ability to multi-task.Proficient to follow direction without close supervision.Flexibility with scheduling.Proficient with Microsoft Office (Word, Excel, PowerPoint, Outlook).

Associates Degree preferred with 2-4 years previous call center management experience.


If this is your next career opportunity please apply on our website at www.gofcr.com