OPERATIONS MANAGER

DUTIES AND RESPONSIBILITIES

Operations Management:

• Oversee all aspects of daily operations to ensure efficiency, quality, and customer satisfaction.
• Monitor and track KPIs (Key Performance Indicators) to ensure performance metrics and targets are being met consistently.
• Implement best practices and streamline processes to improve overall operational efficiency and reduce costs.

People Management:

• Lead, motivate, and manage a team of team leaders, supervisors, and agents to achieve operational goals.
• Provide coaching, feedback, and performance reviews for team members, ensuring continuous improvement.
• Foster a positive and productive work environment through team-building activities, recognition programs, and effective communication.

IT & Technology Integration:

• Work closely with the IT department to ensure smooth integration and maintenance of technology systems used within the operations.
• Troubleshoot technical issues related to call center platforms and other operational tools, ensuring minimal downtime and maximum productivity.
• Stay updated on the latest trends and innovations in call center technologies to enhance operational efficiency and scalability.

Quality Assurance & Compliance:

• Ensure that call center operations are compliant with industry standards, regulatory requirements, and company policies.
• Develop and implement quality control processes, including call monitoring, audits, and feedback mechanisms.
• Work with the Quality Assurance team to improve call quality, resolve customer issues, and enhance service delivery.

Reporting & Analysis:

• Generate and present operational reports to senior management, providing insights on performance, trends, and areas for improvement.
• Analyze operational data and metrics to identify opportunities for process improvement and implement corrective actions as needed.

Client Relationship Management:

• Serve as the primary point of contact for clients, ensuring that their needs are met and expectations exceeded.
• Collaborate with clients to define service level agreements (SLAs) and ensure that all requirements are achieved.
• Address and resolve client escalations in a timely and professional manner.

Budgeting & Cost Management:

• Develop and manage the operational budget, ensuring efficient use of resources and cost control.
• Track operational expenses and recommend cost-saving measures without compromising service quality.

KEY REQUIREMENT SKILLS AND QUALIFICATION

• Degree/Diploma in Business Management or a related field
• 3-5 years of experience in managing operations within a BPO/Call Center environment
• Strong knowledge of IT systems and platforms used in call center operations, including CRM tools and call management software
• Proven experience in managing large teams, with strong leadership, communication, and interpersonal skills
• A solid understanding of operations management principles, including resource allocation, process improvement, and efficiency optimization.

HOW TO APPLY

• If you meet the above qualifications, skills and experience share CV on This email address is being protected from spambots. You need JavaScript enabled to view it.
• Interviews will be carried out on a rolling basis until the position is filled.
• Only the shortlisted candidates will be contacted.