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1 week ago
The Operations Manager is responsible for leading a virtual contact center operations team in delivering customer-centered service through change. This role drives collaboration and understands customer promises.
Key Qualifications:- High school diploma or equivalent required, Bachelor's degree preferred.
- 5+ years of experience managing in a contact center or call center operations management environment required.
- Experience in leading multi-channel virtual operational teams.
- Customer-centric culture with strong customer service orientation.
- Lead a team of front-line supervisors and staff (100+) across 24x7 shifts.
- Direct overall service activities for the team's customer service function.
- Support company's customer experience and operations strategies.
- Human resources initiatives including compensation planning and performance management.
- Interface with other service functions and business units accordingly.
- Optimize operational efficiencies without compromising the customer experience.
- Implement technology and process enhancements to improve operational efficiency.
- Anticipate customer needs and develop proactive solutions.
- Develop and manage business plans to achieve objectives.
- Protect organization's assets by upholding Quality Information Security Management System principles.
- Ensure confidentiality, integrity, and availability of critical information.
- Strong operational competence and influential leadership.
- Results-driven leadership in changing business priorities.
- Excellent leadership and management capability.
- Motivate and rally a team around a common vision.
- Exceptional communication skills with problem-solving ability.
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