Operations Manager - Contact Center Operations

Summary

The Operations Manager will be responsible for directing, managing and coordinating the work flow of staff while ensuring that all staff operate in accordance with policies and procedures of the department as well as within the organization. The Manager will also ensure that targets and SLA’s are met and improved on.

Responsibilities

• • Set and monitor daily, weekly and monthly goals and develop best methods and strategies for reaching those goals. This involves generating reports and analysis of Department’s Activity - regularly reporting the department’s progress and statistics; performed each week or on a monthly basis, and often requires knowledge of statistics and data analysis. Presentation of information to Director and/or client to highlight trends or achievements.
• • Ensure that targets are delivered through people management, performance review and reward and recognition.
• • Responsible for teams meeting identified Key Performance Indicators (KPIs) and coach and counsel supervisors to KPI success.
• • Hires, trains, schedules and balances work load to maximize staff productivity and meet established SLAs & KPIs.
• • Make recommendations and collaborate with the Director of Operations (DOO) to ensure and support proper staffing to meet service levels and other KPI measurements.
• • Compiles statistics, interprets data and takes appropriate action to support goals (KPIs) with the support of the DOO.
• • Interacts with the DOO, vendor and client to communicate trends and customer feedback to facilitate resolution.
• • Perform other related duties and assignments as required.

Desired Traits and Characteristics

• • Strong mentoring and relationship-building skills with the ability to effectively manage group and interpersonal conflict situations.
• • Demonstrated proficiency in Microsoft Office applications.
• • Strong negotiation, interpersonal, written and oral communication skills.
• • Exceptional ability to develop and manage results-oriented programs.
• • Strong analytical, interpersonal and problem-solving skills.
• • Excellent time management.
• • Ability to plan and coordinate activities effectively and demonstrate tact, confidentiality and professionalism in the execution of duties.

Qualifications

• • Associate Degree or higher (preferred)
• • 3-5 years Call Center (BPO) Management experience.
• • Strong experience in Sales and Customer Service.

Additional Information and Instructions

All applicants must have a valid Government issued photo ID, NIS & TRN. Successful candidates must be able to furnish a police record and pass an employment background check.

About Contax360 BPO Solutions

Contax360 BPO Solutions, a leading global contact center solutions provider and a dynamic, focused and upwardly mobile organization; seeks qualified and professional individuals to join our team.

Share This Job