Operations Manager

  • Duties & Responsibilities:
    Performance at Program Level aligned to client KPI’s -Table F – driving day to day operational performance to ensure the delivery of the SLAs and KPIs
    Assists the Operations Director with daily operation of the call centre to include the development, analyses and implementation of staffing, training, scheduling and reward/recognition programs
    Is available for employees who experience work and/or personal problems providing appropriate coaching, counselling, direction and resolution.
    Handling 2nd level escalations from either customer or client
    Analysis of first-time contact resolution targets & supports teams in achieving targets
    Support Team Leaders to achieve the productivity and attendance targets
    To achieve the qualitative and quantitative personal goals to contribute to the team and department targets
    Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
    Provides statistical and performance feedback and coaching on a regular basis to each team leader.
    Conduct Coaching observations on Team Leaders
    Writes and administers performance reviews for skill improvement.
    Ensures employees have appropriate training and other resources to perform their jobs.
    Responds to and resolves employee relations issues expressed by team members.
    Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
    Addresses disciplinary and/or performance problems according to company policy.
    Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required.
    Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively.
    Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives.
    Uses appropriate judgment in upward communication regarding department or employee concerns.
    Preparation of WBR with operational commentary
    Preparation of MBR with operational commentary
    Preparation of QBR with operational commentary
    Champion client calls
    Proactive approach to any performance related challenges
    Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
  • Desired Experience & Qualification:
    Minimum High School / Some tertiary education desirable (business ideally)
    Working experience with computer (MS Office) and internet (Internet Explorer/ Firefox);
    Successful track record of managing large scale operations of +100FTE, as an Operations Manager
    Experience with customer contacts (preferably by telephone) – BPO UK /US/Australasia;
    Sense of responsibility;
    Independent and customer friendly;
    Advanced English Language skills
    Local IR Processes
    Coaching Frameworks SAFE/GROW/SMART
    Proven ability of team development
    Effective change manager with ability to lead a growing team
    Involved in Ramp of Projects
    Excellent communication skills in English (oral and written)

Salary: Dependant on Experience

Work Type: Full Time

Statute: Permanent

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