Operations Leadership Specialist
9 hours ago
Prodapt is seeking an experienced Operations Leadership Specialist to lead and manage our Omni Channel Contact Centre. As a key member of our team, you will oversee the day-to-day operations, ensuring seamless integration of all communication channels.
About the Role
The successful candidate will have 10+ years of experience in operations management, with a proven track record in upselling, customer retention, and driving revenue growth through customer interactions.
You will be responsible for managing a high-performing team of agents, team leads, and support staff, providing ongoing coaching and training to enhance skills and drive results.
A strong focus on gross margin management, cost control, budgeting, and improving profitability is essential. You will also be responsible for client management, building and maintaining successful relationships with clients, and serving as the primary point of contact for operational performance, issue resolution, and service delivery.
In addition, you will analyze and report on key performance indicators (KPIs), financial results, customer feedback, and operational efficiency, providing insights and recommendations to senior leadership to improve service delivery and business outcomes.
We are looking for someone with excellent leadership, communication, and interpersonal skills, who can thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously.
Key Responsibilities
- Lead and manage Contact Centre Operations: Oversee the day-to-day operations of the Omni Channel Contact Centre, ensuring seamless integration of all communication channels.
- Team Leadership: Manage, mentor, and develop a high-performing team of agents, team leads, and support staff.
- Gross Margin Management: Oversee gross margin management by ensuring that operational costs are controlled, and revenue is maximized.
- Client Management: Serve as the primary point of contact for clients regarding operational performance, issue resolution, and service delivery.
- Reporting and Analysis: Regularly analyse and report on key performance indicators (KPIs), financial results, customer feedback, and operational efficiency.
Requirements
- Any degree.
- 10+ years of experience in operations management, ideally within an omni-channel or contact centre environment.
- Strong knowledge and experience in upselling, customer retention, and driving revenue growth through customer interactions.
- Demonstrated ability in gross margin management, with a focus on cost control, budgeting, and improving profitability.
- Proven experience in client management, with a track record of building and maintaining successful client relationships.
- Excellent leadership, communication, and interpersonal skills, with the ability to manage and motivate a team.
What We Offer
We offer a competitive salary of $120,000 - $180,000 per annum, depending on experience. This role requires a strong understanding of customer service, sales, and operations management principles, with a proven track record of delivering results in a fast-paced environment.
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