Position Summary :
The Operations Manager oversees the daily performance of call center supervisors and their respective teams. This includes the analysis and review of the day-to-day operations, budget management, team development, and client satisfaction
Overall Responsibilities :
Lead, manage and develop supervisors through interactions and motivation
Foster a culture of team spirit and hospitality
Highly visible and accessible to team via floor presence
Perform supervisor duties as required
Take care of administrative supervisor related functions
Effectively manage attendance / absenteeism
Attrition risk management (alert, communicate and mitigate any potential risk)
Manage and deliver operational results in accordance with service delivery scorecard
Recognize and advance Talent
Drive the selection process for team members
Own the end-to-end employee lifecycle for those assigned
Drive process improvement by recognizing, communicating and acting on opportunities
Embody and reinforce an Majorel-values-based culture
Effectively and efficiently manage resources to optimize operational results
Make decisions based on full awareness on direct operational cost and revenue implications
Align and collaborate with other functional areas
Ensure stakeholder communication and / or management
Evaluate daily key performance indicators and develop improvement needs.
Coordinates with leadership to interface with client and handle account management issues.
Manages staff schedules in partnership with Workforce Management to ensure call-handling effectiveness to achieve client and company productivity goals.
Continually evaluate Automatic Call Distributor and other reports for labor efficiency, service level commitments, and cost per call objectives.
Conduct performance appraisals for direct reports.
Establishes performance objectives for supervisors and direct reports.
Conducts open forums and team meetings to communicate productivity and performance goals and to motivate employees.
Interacts and consults with HR and Training on matters of recruiting, hiring and training, performance and employee relations issues.
Demonstrate sound judgment and fairness when administering policies and procedures.
Work with Quality Assurance and clients to meet quality standards.
Achieve established production hours and revenue goals and minimize lost revenue opportunities by managing absenteeism, attrition, and production stoppages.
Job Requirements :
Experience with forecasting / scheduling and related software packages.
Proven ability to manage people, processes, and technology.
Strategic thinker and tactical implementer.
Experience in developing a team in a contact center site, while meeting all operational and financial objectives.
Should possess senior management leadership abilities and skill, such as the ability to build teams and manage operational, organizational and financial elements.
Demonstrated experience coaching and developing individuals.
Ability to influence and motivate others.
Superior written and verbal communication skills.
Excellent leadership and developmental skills
Demonstrated success managing new initiatives while meeting operating and budgetary requirements.
Must have strong technical, project management, implementation and process improvement skills.
General business acumen, including reporting and analysis, presentation skills, and organizational abilities.
Education / Experience :
5-7 years call center experience
Minimum 3-5 years managing operations in a call center environment
Bachelor’s degree in Business, Finance, Management or a related field or equivalent work experience.
Experience in a leadership role in a large contact center setting with extensive client and senior management interface