Operations Manager

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JOB TITLE: Operations Manager 

REPORTS TO:  Head of Department 

The Operations Manager will 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. 

KEY RESPONSIBILITIES: 

• 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 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 the assigned team. 
• Promoting a customer service culture that encourages and ensures the staff 

• Meet with clients as and when necessary, 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 

KEY COMPETENCIES: 

• 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: 

• Associate degree or higher 
• 3-5 years cumulative experience in the BPO sector with 2+ years of managerial experience.