
Operations Manager
15 hours ago
Job Role: Operations Manager
About the Position:We are seeking a highly skilled and experienced Operations Manager to lead our team of voice agents. The successful candidate will be responsible for ensuring seamless daily operations, managing escalations, and resolving complex customer issues.
Key Responsibilities:
- Supervise a team of voice agents and monitor performance to ensure adherence to targets (KPIs like call quality, average handling time, resolution rate, etc.).
- Handle team scheduling and attendance, provide coaching, feedback, and performance evaluations.
- Ensure smooth daily operations of the voice process, manage escalations, and resolve complex customer issues.
- Maintain service level agreements (SLAs) and ensure quality standards.
- Assist in onboarding and training new team members, organize regular skill development and process refresher sessions.
- Track and report team metrics, analyze data to identify trends, gaps, and areas for improvement.
Requirements:
To succeed in this role, you will need:
- Excellent leadership and communication skills.
- Ability to analyze data and identify trends.
- Strong problem-solving and conflict resolution skills.
- Experience in team management and coaching.
- Knowledge of quality standards and service level agreements.
Benefits:
This is an excellent opportunity to develop your skills and career in a dynamic and growing company. As an Operations Manager, you will have the chance to work with a talented team, develop your leadership skills, and contribute to the success of the business.
How to Apply:
If you are a motivated and experienced leader looking for a new challenge, please submit your application.
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