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Senior Operations Manager
6 hours ago
Overview
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Responsibilities
The Sr. Operations Manager is responsible for managing performance of team leaders and their representatives in providing quality services to meet performances and quality needs of clients while supporting the goals of the organization and remaining consistent with corporate policies, procedures and philosophies. He/She will ensure optimum productivity and service level goals are maintained at all times. The successful candidate will maintain an excellent working relationship with clients while continuously striving to improve the level of overall service provided.
Qualifications
Requirements:
Bachelor's Degree (any field) or equivalent work experienceAt least 4 years experience in the related fieldAt least 2 years experience as an Operations Manager for an inbound sales/CSAT driven Telco accountKnowledge
Up to date management skills and understanding of employee motivationUnderstanding of key performance indicators including the working knowledge to drive appropriate behaviorSkills
Excellent communication skillsGood leadership and interpersonal skillsExcellent analytical skillsMust possess effective organizational skills and time management skillsAbilities
Ability to apply knowledge of accounts business, technology and processes to manage escalations and lead more junior team members.Ability to problem solve independently and make fast but high quality decisionsAbility to create, interpret and analyze reports Ability to exhibit professionalismAbility to drive for results and motivate others in order to meet organizational goals, expectations and requirements of internal and external customers.Ability to work a flexible schedule (graveyard/shifting schedule)