Operations Manager
3 days ago
**Job Overview:** Allmed Healthcare Professionals is seeking a skilled Customer Experience Director to join our team. As a key member of our operations team, you will be responsible for delivering exceptional customer experiences across our call centre operations.
About the Role:
The Customer Experience Director will be responsible for leading our call centre team, developing and implementing strategies to improve customer satisfaction, and monitoring key performance indicators (KPIs). You will also oversee day-to-day call centre operations, develop and implement policies and procedures, and ensure compliance with relevant regulations.
Key Responsibilities:
- Recruit, train, and supervise call centre staff.
- Develop performance goals and objectives for the team.
- Conduct regular monthly performance evaluations and provide feedback.
- Foster a positive and motivating work environment by implementing anonymous surveys with staff assisted by HR.
- Oversee day-to-day call centre operations, ensuring efficiency and productivity.
- Develop and implement call centre policies and procedures.
- Monitor KPIs such as call volume, response time, and customer satisfaction.
- Ensure compliance with all relevant regulations and standards.
- Communicate daily with senior managers regarding operational and staffing requirements.
Requirements:
To be successful in this role, you will need:
- A high school degree or equivalent.
- Experience working in a call centre or customer-support environment.
- Excellent communications skills (written and verbal).
- Proficiency in problem-solving.
- Ability to multitask and manage time effectively.
- A valid driver's license with a reliable vehicle.
Benefits:
In addition to a competitive salary, you can expect:
- A comprehensive benefits package.
- Ongoing training and development opportunities.
- A dynamic and supportive work environment.
Estimated Salary: $65,000 - $85,000 per annum
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