Operations Manager

Responsibilities

• Serve clients by planning and implementing call center strategies and operations, improving systems and processes, and managing staff. 

• Maintain and improve call center operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans, and managing system and process involvement and quality assurance programs. 

• Establish high standards for productivity, quality, and customer service, as well as define user guidelines. 

• Establish daily team goals, including informing team members of promotions and incentive programs. 

• Ensure that all relevant communications, records, and data related to operations are updated and recorded. 

• Monitor call metrics by tracking effectiveness in call time, quality, and customer experience. 

• Liaise with upper management, administration, team leaders, and agents to gather information and resolve issues. 

• Accomplish call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, 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. 

• Review staff performance, identify training needs, and plan training sessions.

• Organize staffing, including shift patterns and the number of staff required to meet demand. 

• Coach, motivate, and retain staff. 

• Coordinate with responsible departments in developing bonuses, rewards, and incentive schemes. 

• Execute new policies in operations. The main goal is assuring fast assimilation and immediate implementation. 

• Provide a solid leadership model for the employees. 

• Encourage employees to meet their targets. 

• Detect skill and performance gaps in employees. 

• Develop call center systems by developing customer interaction and voice response systems, and voice networks; design user interfaces; develop and execute user acceptance test plans; plan and control implementations. 

• Maintain professional and technical knowledge by tracking emerging trends in call center operations management. 

• Prepare weekly and monthly KPI reports for submission to executive management. 

• Prepare call center performance reports by collecting, analyzing, and summarizing data and trends. 

• Accomplish organization goals by accepting ownership for accomplishing new and different requests 

• Explore opportunities to add value to job accomplishments.

• Ensure compliance with relevant regulations, policies, and standards.

Skills & Qualifications

• Strong leadership and people management skills, with the ability to motivate and inspire a team.

• Excellent communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels.

• Analytical mindset and proficiency in data analysis to identify trends, make data-driven decisions and drive performance improvements.

• Strong problem-solving abilities and the capacity to handle challenging situations in a fast-paced environment.

• In-depth knowledge of call center operations, including workforce management, quality assurance, and customer service practices.

• proficiency in using call center technologies, such as customer relationship management (CRM) systems, call routing software, and reporting tools.

• Ability to prioritize tasks, manage multiple projects, and meet deadlines.

• Proficient in Microsoft Office/Google Suite and other relevant software.

• Ability to work flexible schedules, including evenings, weekends, and holidays.

Education & Experience

• Bachelor's degree in Business Administration, Management, or a related field is a plus.

• Minimum of 5 years of experience in operations management.

• Minimum of 3 years managing a group of Operations Supervisors and Team Leaders.
  

• Preferably with Travel Account experience.