|
| |
Call Center - Operations Manager
Code: CC-Ops-Mgr |
|
| Job Description: |
|
| The Call Center Operations Manager should be an experienced call center operation executive who is responsible for the effective day-to-day running and management of the call center operations. This position will report directly to the Call Center Operations Director. |
|
| Job Responsibilities: |
|
 |
Manage the client relationship and ensure full compliance with contract requirements |
|
|
Set and meet performance targets of speed, quality and efficiency and plans areas of improvement and product development to promote exceptional customer service |
|
|
Track and measure individual and team productivity and quality results for staffing forecasts |
|
|
Ensure appropriate staffing, training, development, and performance of a service unit focused on customer satisfaction whilst monitoring the effective use of time and resources to ensure that the call center is operating at maximum efficiency |
|
|
Direct the forecasting and scheduling of daily workforce |
|
|
Record and report statistics, user rates and performance levels of the call center operations |
|
|
Forecast and analyze data against budget figures on a weekly/monthly basis |
|
|
Liaise with the call center supervisors and executive team for both levels to have a better understanding of the current situation of the call center operations |
|
|
Direct and develop the call center supervisors to consistently, effectively motivate and lead their front line specialists |
|
|
Ensure adherence of staff to company policies |
|
|
Continually investigate and introduce process improvement measures and present suggestions to Call Center Operations Director for consideration |
| |
| Job Requirements: |
|
|
Bachelor’s degree preferably a business- or technology-related major; extensive, directly-related experience may be considered in lieu of education |
|
|
Minimum of 5 years of management experience with a minimum of 3 years in successfully managing a medium to large-scale call center operational department |
|
|
Expert level knowledge of call center techniques, policies and procedures |
|
|
Possess strong planning, forecasting, problem-solving, and analytical skills |
|
|
Proven ability to develop and produce reports from existing systems, analyze them and make recommendations |
|
|
Proven ability to plan, organize and process designs |
|
|
Possess strong organizational, leadership and interpersonal management skills |
|
|
Proven ability to coach call center supervisors and call center representatives in decision-making process |
|
|
Must be able to foster a positive and productive work environment, with ability to lead, build teams, and motivate staff |
|
|
Possess excellent communication, collaboration and relationship management skills with the proven ability to work in a matrix environment across functional lines |
|
inquiry
