Call Center Manager Lead
5 days ago
About the Role:
This Operations Manager position is a critical component of our organization's success. The ideal candidate will have a strong background in managing teams and driving business growth.
Key Responsibilities:
- Drive team performance to exceed sales targets
- Develop and implement strategies to improve team productivity
- Monitor and address performance/behavior/attendance issues
- Manage day-to-day account and related matters
- Provide training and development opportunities for team members
- Analyze data to inform business decisions and enhance call centre performance
- Address TKS, personnel, and payroll matters
- Conduct annual performance appraisals
- Responsible for staffing and hiring decisions
- Maintain current employee records on direct reports
- Review CMS statistics daily and provide feedback
- Provide Subject Matter Expertise
- E nsure subordinates' training needs are met
- Modify operations as needed to meet service level agreements under supervision
- Complete client-related training successfully
- Resolve escalated customer issues
- Hold regular team meetings with direct reports
- Communicate process and client changes to direct reports within specified timelines
- Promote the use of all centre communication tools
Requirements:
- Bachelor's degree (any field) is preferred
- At least 2 years experience as an Operations/Program Manager in Call Center/BPO setting
- Preferably with Airline & Hotel Reservation background/experience but not required
- Excellent communications skills
- Strong customer service background
- Good leadership and interpersonal skills
- Role Model (leadership by example)
- Professional demeanor
- Up-to-date management skills and understanding of employee motivation
- Sense of urgency and responsibility
- Understanding of key performance indicators including working knowledge to drive appropriate behavior
- Willingness to work on-site
- Ability to start immediately
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