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Operations Manager
1 month ago
Key Responsibilities:
- Operational Leadership: Lead, mentor, and support the Contact Centre team, fostering a high-performance culture that aligns with company goals and client expectations.
- Performance Management: Monitor key performance indicators (KPIs) daily and analyze metrics to ensure optimal team performance and achievement of client SLAs.
- Client Relations: Maintain strong client relationships by ensuring service excellence, actively addressing issues, and providing regular reporting on performance.
- Strategic Planning: Collaborate with senior leadership to develop and implement strategies that drive efficiency, productivity, and continuous improvement.
- Resource Management: Oversee staffing, scheduling, and resource allocation to ensure balanced workloads and efficient operations.
- Process Improvement: Identify areas for operational improvement and lead initiatives to enhance efficiency, streamline processes, and improve customer satisfaction.
- Reporting & Analysis: Prepare and present comprehensive reports on operational performance, workforce management, and other key metrics.
- Compliance & Standards: Ensure adherence to all company policies, industry standards, and regulatory requirements, including ISO and other quality frameworks.
- Team Development: Drive employee engagement and support professional growth through ongoing coaching, training, and development opportunities.
Requirements:
- Experience: Minimum of 4-6 years of experience in an operations management role within a BPO or contact centre environment.
- Leadership Skills: Demonstrated success in managing and motivating teams, with a strong focus on performance and continuous improvement.
- Client-Focused: Excellent client management skills with a track record of meeting and exceeding SLAs and client expectations.
- Analytical Abilities: Strong analytical skills with experience in interpreting performance metrics and data-driven decision-making.
- Technical Proficiency: Proficient in Microsoft Office (Excel, Word, PowerPoint) and familiarity with dialer systems and CRM platforms.
- Compliance Knowledge: Familiar with industry standards and compliance requirements, including ISO and other quality frameworks.
- Comfortable working night shift.
Preferred Qualifications:
- Education: Bachelors degree in business management, Operations, or related field.
What We Offer:
- A dynamic, fast-paced work environment in a growing company.
- Opportunities for professional growth and development.
- Competitive salary and benefits package.
- An inclusive workplace that values diversity and encourages innovative thinking.
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