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Operations Manager
2 months ago
Role DescriptionRecruits, selects, hires, and trains new service center personnel and prepares them to respond to customer requests.Prepares service center performance reports by collecting and analyzing agents’ data.Evaluates individual performance reviews and overall team effectiveness with upper management.Helps
agents with challenging customer service issues.Monitors team performance and provide tools if necessary.Determines service center operational strategies by evaluating team results and objectives.Maintains and improves service center operations by monitoring system performance and identifying and resolving problems.Meets financial targets by estimating performance requirements and preparing annual budgets.Presents monthly and annual service center action plans and objectives.
QualificationsStrong organizational and leadership skillsExcellent communication and interpersonal abilitiesProven experience in operations managementAbility to analyze data and make data-driven decisionsProficiency in project management tools and softwareProblem-solving skills and attention to detailKnowledge of industry regulations and compliance standardsBachelor's degree in Business Administration or relevant fieldPrevious experience in a similar role is preferred
