Operations Manager

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WE ARE HIRING . . .

Operations Manager

JOB BRIEF:

As an Operations Manager, you will directly oversee the contact center personnel to ensure positive morale and effective daily operations. You will serve our customers through the development and implementation of best contact center methods and procedures. You will be asked to make suggestions for system and process improvement using your knowledge of daily and ground operations.

RESPONSIBILITIES:

  • Recruits, selects, hires, and trains new contact center personnel and prepares them to respond to customer questions and complaints
  • Prepares performance reports by collecting and analyzing agents’ data
  • Evaluates individual performance reviews and overall team effectiveness with upper management
  • Helps and trains the agents with challenging customer service issues
  • Monitors team performance and provide tools if necessary
  • Determines contact center operational strategies by evaluating team results and objectives
  • Maintains and improves contact center operations by monitoring system performance and identifying and resolving problems
  • Meets financial targets by estimating performance requirements and preparing annual budgets
  • Ensure that all employees adhere to the company policies and regulations
  • Presents monthly and annual contact center action plans and objectives.

REQUIREMENTS AND SKILLS:

  • Bachelor’s or Master’s degree, or equivalent
  • 2+ years’ experience working in a contact center
  • 1+ years of people management experience
  • Proficient with MS Office
  • Good verbal and written communication skills
  • Customer Passion, results oriented and data driven.
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