
Senior Operations Manager
6 days ago
Job Role and Responsibilities
">- Supervise and monitor team members' work and attendance, adhering to organizational policies and legal requirements.
- Provide coaching and training to team members to achieve high performance standards.
- Identify performance issues, develop improvement plans, and implement corrective actions.
- Ensure customer service meets contractual KPIs and financial expectations by communicating clear expectations and providing timely updates.
- Offer subject matter expertise in handling escalated customer calls as needed.
- Organize regular team meetings for efficient communication and provide an open forum for input. Schedule and coordinate team activities.
- Stay up-to-date on internal processes, policies, and procedures by attending required manager development training.
- Promote company values and lead by example, serving as a role model for employees.
Key Skills & Qualifications
- Associate's degree in a related field with 2-4 years of experience as a Team Lead in international voice processes (preferred).
- A highly motivated individual with skills to develop and coach team members to meet performance expectations.
- Ability to work under pressure, prioritize tasks, and meet deadlines.
- Strong oral and written communication skills, including leadership, multi-tasking, prioritization, and meeting project timelines.
- Willingness to mentor, coach, and guide team members.
Educational Requirements
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