Operations Manager

Seeking an Operations Manager for a leading Customer Service Outsourcing company

The candidate is responsible to:

• Ensure the effective training and development of team leaders and Call Centre representatives;
• Define and design quality standards to ensure the Call Centre operate to an acceptable world class quality benchmark;
• Develop a knowledge base for the Call Centre;
• Serve as the customer escalation path where agents cannot satisfy the customer complaints;
• Identify efficiencies and improvements within the Call Centre;
• Manage and understand Workforce Management principles and tools;
• Implement changes to Call Centre operations procedure in accordance with client and organizational requirements;
• Liaise closely with General Manager or Senior Operations Manager regarding overall operational performance and direction;
• Release and migrate feedback on all new initiatives and changes that are planned and implemented within the Call Centre;
• Support the recruitment of Call Centre Representatives and Team Leaders;
• Interpret and deliver data stats in a coherent form to team leaders resulting in campaign management changes;

The candidate must have:

• Bachelors in Administration or Business Management or any relevant degree
• Minimum 2 years of experience in managing multiple teams
• Track record in working with key stakeholders and building client relationships
• Experience of planning for the effective delivery of resources to best meet contact flow requirements
• Familiarity with Call Centre measures and how they influence each other
• Experience in business analysis and Call Centre on demand platform

Only shortlisted candidates will be contacted.