Operations Manager - Call Center Operations

Sandy Bay, Hanover, jm
2019-06-26 12:57:43


The Operations Manager will be responsible for managing all employees, the leadership, performance management and efficient operations of the department.

KEY RESPONSIBILITIES:

  • Oversees daily activities of the operations team to maximize scheduling and real-time utilization of resources; analyses and recommends flexible and full-time employee mix for the site.
  • Interfaces with central operations management to ensure smooth coordination of scheduling and maximization of schedule adherence; provides input on local conditions, identifies needs and receives direction on real-time staffing increases or decreases.
  • Ensures call center operations supervisors manage schedule adherence notifying and escalating within the site and within the network as warranted
  • Ensures communication of real-time staffing changes to Network Operations Coordinators
  • Enacts contingency plans as needed; escalates and directs activities during systems problems, disasters etc.
  • Identifies potential problems, troubleshoots, escalates issues to local and network management, and participates in post-mortem analysis of problems providing input for future process improvements
  • Reviews ongoing performance results to targets and takes corrective measures with authorization and escalates as needed
  • Create, continuously analyze and present various reports on performance and improvement initiatives as needed
  • Represent the department in routine and adhoc meetings with stakeholders and clients 
  • Be the P.O.C (Point of Contact) for the department both internally and externally
  • Participates in daily, weekly, monthly and annual planning process as appropriate
  • Performs all duties and responsibilities in a timely and effective manner in accordance with established company policies to achieve the overall objectives of this position
  • Maintains a favourable working relationship with all other company employees to foster and promote a cooperative and harmonious working climate which will be conducive to maximum employee morale, productivity and efficiency/effectiveness.
  • Projects a favourable image of the company to promote its aims and objectives; foster and enhance public recognition 
  • Communicates areas of accountability and performance expected of personnel assigned
  • Determines standards of performance as a basis to review progress of personnel assigned
  • Recommends salary adjustments, transfers, promotions and dismissals
  • Develops individuals for future advancement
  • Build and maintain a cohesive relationship with all departments within the company to ensure continuous improvement in processes and effective and timely communication of changes and adjustments
  • Performs other duties and responsibilities as required or requested

REQUIREMENTS & COMPETENCIES:

  • Bachelor Degree in Business Management or related field preferred
  • 1 – 2 years BPO Industry / Call Center experience in an operations management capacity
  • Must be flexible with the ability to work any shift within 24 hours
  • Excellent leadership and organization skills
  • Excellent problem solving and analytical skills
  • Excellent communication and customer service skills
  • Proficient in MS Office