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Senior Operations Manager
2 months ago
We are seeking an experienced Call Center Operations Manager to oversee the profitability and management of our large and complex call center operations. This role involves strategic direction, client relationship management, and ensuring the achievement of key performance indicators and metrics.
Key Responsibilities- Profitability and Management: Manage the profitability of multiple lines of business (LOBs), clients, and programs. Ensure client-specific KPIs and targets are met;
- Client Relations: Act as the primary interface with clients, maintaining effective and cordial relationships. Translate client requirements into actionable plans and proactively address their needs;
- Team Leadership: Direct and motivate operations teams to achieve performance goals. Ensure adherence to processes and procedures while continuously improving metrics;
- Operational Excellence: Oversee staffing levels and company policies to ensure smooth operations. Recognise and reward top performers with incentives and non-monetary rewards;
- Performance Management: Conduct performance planning, appraisals, and feedback activities. Document performance evaluations and coordinate with internal support functions;
- Strategic Guidance: Provide strategic direction for growth, process improvements, and new business opportunities. Align with the organisation's overall business strategy;
- Budget Management: Participate in budgeting processes and manage costs within budget guidelines. Monitor expenses efficiently;
- Morale and Productivity: Maintain high morale and productivity levels within teams. Mentor, coach, and counsel team members to align with company vision, mission, and values.
- Bachelor's Degree in any course, preferably Business or Business Management;
- Completion of all PEP courses, HR for Non-HR, Basic WFM Orientation, LEAD, OnTrac Six Sigma Yellow Belt, Financial Acumen;
- Three to five years Call Center Operations, Customer Service, Business Process Outsourcing, or Telecommunications experience in a Managerial capacity;
- Strong leadership, client relations, communication, strategic thinking, and problem-solving skills, with the ability to manage projects, multitask, and work independently.
