Production Manager (Internal Posting) - HiOperator

Join an innovative and diverse team revolutionizing one of the biggest industries in the world!  We are elevating the email customer-service experience by equipping agents with excellent automated tools.

Our one-stop platform puts people and tech in the right places, to minimize tedious tasks for agents and maximizing fast, quality output for customers.  Your human perspective and judgment are applied where they're most effective—and critical.

We are a motivated company seeking like-minded individuals to help us build a revolutionary standard of service in our Dallas office.  We look forward to having you try your hand at joining our tight-knit, collaborative team, where you'll use cutting-edge software, learn a ton, and have some fun along the way!

What You'll Do:

• Oversee a team of customer-service agents (Client Happiness Engineers, CHEs)  in their daily production, scheduling, and attendance
• Ensure continuous, excellent coverage of each client's customer-service needs, by monitoring critical KPIs of agent productivity and work quality
• Coach individuals into high-performing teams, through excellent discipline  (both daily routines and progressive coaching/disciplinary action)
• Assist Direct of Operations in improving company productivity:  weekly business reports, process improvement, and inventory management
• Assist in staff selection and training
• Understand our clients' business models, strategic objectives, and policies
• Succeed in an in-office environment
• Build a winning culture of growth, diversity, and excellence, by driving employee engagement and positively enforcing policies and procedures
• Bring a positive, collaborative, solution-oriented attitude every day!

What We're Looking For:

• Demonstrable experience as a leader, either over or within a team
• Professional temperament and excellent interpersonal skills (esp. coaching, training, and presentation)
• Inquisitive, questioning, positive attitude; a problem-solving self-starter who requires minimal oversight
• 3+ years of demonstrable success in customer service, user-account management, or client success
• Preferred experience in contact centers, esp. with CRM software (e.g., Zendesk, Salesforce)
• Strong computer proficiency: spreadsheets, documents, web apps (esp. G Suite/Google Workspace)

Language:

• English (Required)

Schedule: 

• Saturday to Tuesday, 7am to 6pm

Benefits:

• Medical, dental, and vision benefits
• Free parking
• Free onsite gym
• Fantastic 19th-floor view, with an awesome break room!

Job Type:  Full-time

Job offers are contingent on a satisfactory background check as permitted by law. Any falsification of your application or any other hiring materials is grounds for rescinding an offer or termination of employment.

HiOperator is an equal opportunity employer (EOE) and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.