Operations Manager

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Why Join ContactPoint360?

At ContactPoint360, we think differently. We believe in putting employees at the heart of everything we do, creating a culture where innovation and empathy are not just buzzwords, but a way of life. Here, you won't just be a coworker; you'll be part of a team that redefines both employee and customer experiences. Our coworkers are essential partners in delivering exceptional work and are also friends who support and uplift each other.

We are one of the fastest-growing BPOs in the world, and our secret is simple: it's our people. We invest in our people and develop them into future leaders. Did you know that 50% of ContactPoint360's leaders were promoted from within? Our CEO's journey, starting as a phone agent, reflects our commitment to genuine care for our people—it's in our DNA.

Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren't just welcomed—they're essential.

Job Summary Purpose:

We are looking for a dynamic and experienced Operations Manager within our call center. This role involves overseeing the day-to-day operations, driving performance improvements, and ensuring exceptional service delivery for our clients. The ideal candidate will possess extensive call center management experience, a deep understanding of industry practices, and strong leadership capabilities.

Key Responsibilities:

Account Management:

• Act as the primary liaison between the call center and the client, ensuring their needs and expectations are met.
• Develop and maintain a positive and proactive relationship with key stakeholders.

Operational Oversight:

• Manage daily call center operations, including staffing, scheduling, and workflow management.
• Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs) such as call resolution times, customer satisfaction scores, and agent productivity.

Performance Management:

• Monitor and analyze call center metrics, such as average handle time (AHT), first call resolution (FCR), and customer satisfaction (CSAT) scores.
• Identify trends and areas for improvement, and develop action plans to address performance gaps.

Process Improvement:

• Implement and optimize processes to enhance efficiency and effectiveness within the call center.
• Collaborate with internal teams to introduce best practices and new technologies that support operational excellence.

Team Leadership:

• Lead, coach, and develop a team of call center agents and supervisors, fostering a culture of continuous improvement and high performance.
• Conduct regular one-on-one meetings, performance reviews, and team meetings to ensure alignment with objectives.

Client Reporting and Communication:

• Prepare and deliver comprehensive reports on account performance, including insights into operational metrics, customer feedback, and recommendations for improvements.
• Present findings and updates to airline clients, addressing any concerns and demonstrating commitment to service excellence.

Quality Assurance and Compliance:

• Develop and enforce quality assurance standards to ensure consistent and high-quality customer interactions.
• Ensure compliance with industry regulations, company policies, and best practices in customer service.

Problem Resolution:

• Handle escalated customer issues and complex inquiries with professionalism and efficiency.
• Develop and implement contingency plans to manage operational disruptions and mitigate impact on service delivery.

Training and Development:

• Oversee the onboarding process for new hires and ensure ongoing training and development for existing staff.
• Identify training needs and work with the Learning and Development team to deliver relevant programs.

Innovation and Strategy:

• Stay abreast of industry trends and emerging technologies to drive innovation within the call center.
• Contribute to strategic planning and initiatives to enhance service delivery and operational efficiency.

Qualifications:

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum of 2 years of experience in call center management handling different or multiple accounts, campaigns, or LOB and related sectors.
• Proven track record of managing large teams and achieving performance targets in a call center environment.
• In-depth knowledge of call center operations, including workforce management, quality assurance, and customer service metrics.
• Strong leadership, organizational, and communication skills.
• Proficiency in call center technology, CRM systems, and data analysis tools.
• Ability to work effectively under pressure and manage multiple priorities simultaneously.

What's in it for you?

• Great base salary
• HMO Medical Insurance
• Dental Coverage
• Paid Vacation and Sick leave
• 13th-Month Pay
• Career & Leadership Development Training Programs
• Corporate Employee Discounts on Partnered Stores

WE ARE AN EQUAL OPPORTUNITY EMPLOYER

We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, or disability, which can be reasonably accommodated without undue hardship, veteran status, or any other legally, protected classification.

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