Operations Director
1 week ago
Job Overview
The Operations Manager plays a critical role in leading and overseeing the day-to-day operations of a contact center. This position ensures that the contact center meets client service level agreements (SLAs), enhances the overall customer experience, and drives the performance of the teams.
Key Responsibilities
- Operational Leadership:
• Manage the daily operations of the contact center, ensuring that service delivery meets client expectations.
• Monitor and analyze performance metrics to identify areas for improvement in efficiency and quality.
• Develop and implement strategic plans to meet or exceed operational goals and KPIs.
• Coordinate with Workforce Management (WFM) to ensure optimal staffing levels and scheduling. - Performance Management:
• Lead, coach, and mentor a team of supervisors and team leaders to achieve high levels of performance and engagement.
• Conduct regular performance reviews and provide feedback to supervisors and team leaders.
• Implement action plans to improve agent performance and meet service level targets. - Client Relationship Management:
• Act as the primary point of contact for clients regarding operational performance, updates, and issue resolution.
• Participate in client meetings and business reviews to discuss performance metrics, share updates, and gather feedback.
• Develop and maintain strong client relationships, ensuring customer satisfaction and fostering long-term partnerships. - Process Improvement:
• Identify opportunities for process enhancements and implement best practices to increase operational efficiency.
• Collaborate with quality assurance (QA) and training teams to ensure consistent service delivery and continuous improvement.
• Analyze call data and customer feedback to identify trends, issues, and areas for process optimization. - Financial and Resource Management:
• Monitor and manage resources to meet financial targets.
• Analyze financial reports to assess the profitability and cost-effectiveness of the contact center.
• Collaborate with HR and recruitment teams to ensure effective onboarding and staffing of agents. - Reporting and Analytics:
• Prepare and present regular performance reports to senior management, highlighting key metrics, successes, and areas for improvement.
• Utilize data analytics to make informed decisions and drive continuous improvement.
• Establish and track KPIs, including customer satisfaction scores (CSAT), first call resolution (FCR), average handle time (AHT), and service level adherence. - Team Development:
• Foster a positive work environment that encourages collaboration, innovation, and continuous learning.
• Provide training and development opportunities for supervisors and team leaders to enhance their skills and career growth.
• Implement recognition and incentive programs to motivate employees and boost engagement.
Qualifications:
- Bachelor's degree is required
- 5+ years managing and coaching contact center teams of more than 100 members
- Proven experience of managing a contact centre and first line managers
- Able to develop and nurture improved performance across sales and service
- Excellent communication, engagement and development of people skills
- COPC/6 Sigma/PMP experience is preferred
- Committed to data driven decision making and result oriented
- Strong communication skills and committed to excellence
- Solid knowledge of call center management tools includes monitoring skills, coach skills, telephone and other technology etc.
- Ability to deliver quality results under pressure
- Fluent spoken and written English
- Proficient in MS office tools
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