The role holder will manage daily activities, including staffing, scheduling, and customer interactions. Coach and train employees and staff. Audit and place orders for equipment, supplies and materials. Monitor, evaluate, and report on budget, costs and income. He/ She will also serve customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff.
Required Skills & Experience:
Bachelor’s degree in Business or related field.
Minimum 5 Years’ experience in call center management.
Experience in managing a team of people managers
Good understanding of call center KPI’s and SLA’s
Written and verbal communication Skills
Analytical & Reporting Skills
Conducts effective performance evaluations and mentors those with less experience through formal channels.
Helps team execute career development plans.
Seeks and participates in development opportunities above and beyond training required by the company.
Trains other innovators and clients through both formal and informal training programs.
Encourages more junior Innovators to take responsibility for their development within the company.
Challenges fellow Innovators to progress toward their professional development goals.
Suggests areas for improvement in internal processes along with possible solutions.
Developing and supervising a team of representatives and preparing their performance reports.
Approves team members' time and expense reports in a conscientious and timely manner.
Reviews the status reports of team members and addresses issues as appropriate.
Complies with and helps to enforce standard policies and procedures.
Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
Determining call centre operational strategies
Conducting needs assessments.
Capacity planning, and cost/benefit analyses.
Process metrics management; Managing productivity, quality, and customer-service standards.
Contributing information and analysis to organizational strategic plans and reviews.
Tracking emerging trends in call center operations management.
Closing Date for receiving applications: 20th February, 2020. Quote:
Assistant Operations Manager
on the Subject line of your application
Our client, an IT and business process outsourcing services provider, is looking to fill the role of Assistant Operations Manager. The role will be interacting with the Director, Head of Operations, Training Manager and HR Manager.
Schedule: Mid level