
Operations Management Specialist
1 day ago
Job Title: Operations Management Specialist
About the Role:
We are seeking a highly skilled Operations Management Specialist to lead our international voice process team. This is an exciting opportunity for someone who is passionate about delivering exceptional customer experiences and driving business growth.
Key Responsibilities:
- Team Leadership: Manage a team of voice agents, providing coaching, feedback, and performance evaluations to ensure they meet targets (KPIs like call quality, average handling time, resolution rate, etc.).
- Operations Oversight: Ensure smooth daily operations of the voice process, managing escalations and resolving complex customer issues while maintaining service level agreements (SLAs) and quality standards.
- Training and Development: Assist in onboarding and training new team members, organizing regular skill development and process refresher sessions to enhance their skills.
- Reporting and Analysis: Track and report team metrics, analyzing data to identify trends, gaps, and areas for improvement to drive business decisions.
- Client and Stakeholder Communication: Liaise with international clients and internal stakeholders, sharing updates, feedback, and improvement plans to maintain strong relationships.
What We Offer:
- Opportunity to work with a dynamic team: Collaborate with experienced professionals who share your passion for delivering excellent customer experiences.
- Professional Growth and Development: Enhance your skills and knowledge through regular training and development opportunities.
- Recognition and Rewards: Receive recognition for your achievements and be rewarded for your contributions to the team's success.
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