Contact Center Operations Leader
22 hours ago
We are seeking an experienced operations leader to oversee the daily activities of a high-volume contact center. The successful candidate will drive performance, ensure client satisfaction, and lead a team of supervisors, team leads, and support staff.
The ideal candidate will have a strong background in business operations, leadership, and analytical skills. Proficiency in contact center tools, CRM systems, and reporting platforms is also required.
Key Responsibilities- Lead and manage daily operations of the contact center, ensuring key performance indicators (KPIs) and service level agreements (SLAs) are consistently met.
- Analyze performance data and implement strategies for improvement.
- Collaborate with clients to align on goals, expectations, and service delivery.
- Manage workforce planning, scheduling, and resource allocation.
- Bachelor's degree in Business, Operations, or a related field.
- 5+ years of experience in a contact center, with at least 2 years in a management role.
- Strong leadership, analytical, and communication skills.
- Proficiency in contact center tools, CRM systems, and reporting platforms.
- HMO Coverage plus dependent coverage.
- Dental Coverage; In-house dental assistance.
- Free meal during training.
- Career growth and learning opportunities.
- Allowances for rice, clothing, laundry, and meals.
- Frequent disinfection and fogging of the workplace.
- Opportunities for growth and promotion.
- Employee shuttle services.
- Company retreats and off-site events.
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