Operations Manager  

As our Operations Manager, you would be responsible for a wide spectrum of responsibilities and must be able to multitask with ease and proficiency. You will oversee and drive the performance and continuously improve overall results. Reporting directly into the CEO.

Responsibilities

• Responsible for managing call center operations activities including day-to-day operations, training, and quality
• Ensures achievement of service levels, key performance indicators, business objectives and financial targets stipulated
• Establishes policies, procedures, product and service standards to ensure quality and efficiency as well as compliance with regulations and company policy
• Partner with site leadership to ensure compliance with operational governance and business strategy
• Strong time management, organizational, problem solving and analytical skills with proven ability to turn findings into executable plans to meet business objectives
• Manages the program efficiently and effectively and adds value to the overall company growth and success
• Adapt departmental plans and priorities to address business and operational challenges
• Perform supervisory audits as necessary

• Minimum 5 years of experience in the call center industry; 3 years at a managerial level
• Proven track record in managing an operation with a minimum of 200 FTEs in a Customer Service
• Humble but assertive; pro-active; solution-oriented; problem-solving skills; a great coach
• Objective and data-oriented, exposure to concepts such as Six Sigma, LEAN (preferable)
• Strong leadership and people management skills
• Strong analytical and planning skills;
• Good communication and presentation skills;
• Excellent problem-solving skills;