Operations Manager

Your tasks

JOB SUMMARY: Provide leadership and guidance to a team of Call Centre Representatives while ensuring the successful delivery of quality service to the Client. Determine the long-range objectives and goals and to meet business operations expectations.

• Managing a team of call center representatives directly and directing their activities for the achievement of call center targets and goals
• Managing the overall performance analysis of existing lists and programs.
• Developing and supervising a team of representatives and preparing their performance reports.
• Developing new lead targeting schemes, and scripting for the optimization of existing programs.
• Monitoring team performance to ensure that the call center goals are met and supporting call center quality and training efforts.
• Measuring and demonstrating the group productivity as well as the individual’s reports related to customer outcomes.
• Identifying and articulating reporting requirements, which includes targets, specific data, and anticipated outcomes.
• Identifying, recommending and supporting the implementation of various programs for the improvement of call center processes.
• Making employment decisions, setting up performance goals and targets for assigned teams.
• Promoting a customer service culture that encourages and ensures the staff
• Meet with clients as and when necessary in order to present and discuss productivity reports, discuss ways to increase revenue and build effective relationships
• Be available to travel domestically and internationally as deemed necessary

Requirements

KEY COMPETENCIES

• Call Ability to work efficiently in a high demand, team oriented, and fast paced environment
• Ability to maintain customer confidentiality.
• Ability to express ideas in a clear and concise manner.
• Solid problem-solving skills and excellent Management skills.
• Ability to think tactically and identify significant success factors.
• Excellent communication and interpersonal skills
• High level of competence in MS Office
• Attention to detail, accuracy and time management
• Flexibility and Adaptability while maintaining professionalism

QUALIFICATIONS AND EXPERIENCE

• Associates Degree or higher
• 3-5 years cumulative experience in the BPO sector with 2+ years of managerial experience.
• Utilities experience would be an asset.

Other

JOB TITLE: Operations Manager REPORTS TO: Head of Department

DISCLAIMER: This document outlines the duties required for the time being of the post to indicate the level of responsibility. It is not a comprehensive or exhaustive list and duties may vary from time to time, which do not change the general character of the job or the level of responsibility entailed.