Call Center Operations Manager

Operations Manager - Call Center

Job Summary:

We are seeking an experienced Operations Manager to oversee and manage daily operations at our client's BPO call center. The ideal candidate will be responsible for leading a team of customer service agents, ensuring smooth and efficient operations, and meeting key performance metrics. This role is pivotal in driving service excellence, optimizing workflows, and enhancing customer satisfaction.

Key Responsibilities:

Team Leadership & Management:

• Supervise and mentor team leaders and agents, fostering a high-performance culture.
• Manage staffing schedules to ensure optimal coverage across shifts.
• Conduct regular performance evaluations, provide feedback, and support career development for the team.

Operational Efficiency:

• Oversee day-to-day operations, ensuring adherence to KPIs such as call resolution time, customer satisfaction, and service level agreements (SLAs).
• Identify process improvement opportunities to enhance efficiency and reduce costs.
• Implement and maintain quality control standards, ensuring compliance with policies and procedures.

Strategic Planning & Reporting:

• Collaborate with senior management to set goals, develop strategies, and forecast operational needs.
• Prepare and present regular reports on performance metrics, customer feedback, and operational outcomes.
• Identify risks and propose solutions to overcome operational challenges.

Customer Experience:

• Monitor and ensure that customer interactions align with company standards and expectations.
• Proactively resolve escalated issues and complaints, ensuring positive outcomes.
• Drive continuous improvement initiatives to enhance the overall customer experience.

Ideal Candidate:

• Bachelor’s degree in business administration, management, or related field.
• Minimum of 5 years of experience in call center operations, with at least 3 years in a managerial role.
• Strong leadership, communication, and problem-solving skills.
• Experience with call center technology and CRM systems.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Proven track record of meeting and exceeding KPIs in a call center environment.

Preferred Skills:

• Familiarity with BPO operations and client management.
• Strong analytical skills with the ability to interpret data and trends.
• Ability to manage budget and resource allocation effectively.