Operations Manager

We're thrilled that you're here to explore the details of your next career step. Before proceeding with your application, we kindly request that you carefully review the requirements for this position. It is essential to ensure that you meet the necessary qualifications and are authorized to work in the country where this position is located. By fulfilling these criteria, you increase your chances of being shortlisted and joining itel at the earliest opportunity.

Job Title: Operations Manager

JOB SUMMARY: The Operations Manager position will be responsible for a team of supervisors in a multichannel contact center, enabling cross-functional collaboration between operations and support teams. The 
Operations Manager will seek to improve key metrics through increased quality, consistent conversion and increased customer satisfaction. The incumbent is also responsible for maintaining performance through 
effective coaching, mentoring and motivating supervisors and frontline employees.

KEY RESPONSIBILITIES: 

• Identifying and driving initiatives that support meeting or exceeding key operational performance targets for the account.
•  Motivating, coaching and developing direct reports and front-line employees to reach their full potential through effective monitoring, assessing and providing feedback to achieve and maintain high standards of performance and employee engagement.
•  Efficiently & effectively handling escalated customer concerns as needed.
•  Participate in cross-functional communications and meetings to support the specified unit and domain in conjunction with support teams.
•  Assisting in ensuring that the contact center systematically captures relevant customer feedback and sharing with the relevant stakeholders in the parent company.
•  Routinely measuring customer satisfaction through formal and informal means and working to develop processes to respond to the identified need.
•  Promoting success by consistently analyzing process improvement opportunities.
•  Developing, adhering to, supporting and administering company policies and procedures as defined.
•  Finding creative ways to surpass targets
•  Proactively raising issues which impact the domain’s ability to maintain success.
•  Consistent and effective reporting on team/test progress, challenges & successes by compiling statistics, interpreting data and taking appropriate action to support findings and goals (KPIs).
•  Ensuring disciplinary discussions and actions for supervisors and front-line employees occur in transparent, accurate and timely manner.
•  Hosting/facilitating meetings relevant to areas of focus.
•  Managing relationship with account managers and other operational leaders.
• Guiding employees along a mutually identified development path.
•  Maintaining accurate documentation of team members’ overall performance.
•  Performing additional responsibilities as consistent with the job level and overall direction of the senior leadership team.
•  Performing contact center activities as needed.

QUALIFICATIONS AND EXPERIENCE: 

•  2-3 years in a leadership position for a contact center environment
•  A proven track record of managing multiple priorities, tasks, and projects simultaneously
•  An aptitude for learning new technology and the ability to use multiple systems
•  Superior analytical skills, knowing how to do root cause analysis, and the ability to connect behavior to results
•  Bachelor’s Degree, preferably a business or communications related major
•  Demonstrable expertise and experience in people management, with an emphasis on managing multiple teams in a constantly changing environment
•  Demonstrable competency with MS Word, Excel and PowerPoint

KEY COMPETENCIES: 

•  Effectively multitask towards agreed on timelines
•  Excellent verbal and written communication
•  Demonstrate a positive attitude, lead and facilitate change, and always model professionalism
•  Ability to motivate and empower staff to consistently meet and/or exceed goals
• Proficient in reducing conflict and increasing participation through interpersonal skills

itel is the largest Caribbean-born customer experience provider and we are now an award-winning international company. We take pride in empowering our teams, treating every member like family.

itel is an equal opportunity employer offering competitive pay, as well as a whole host of benefits designed to support employee comfort, and wellbeing. This includes paid training, opportunities for career advancement & development, as well as medical and life insurance, in a fun and inspiring work environment with great on-site amenities.

All you need is a valid St. Lucian National ID Card, a personal commercial bank account, and a complementary Police Certificate of Character, in addition to having the necessary academic qualifications and experience for the position that best suits you.