Senior Operations Manager
5 days ago
We are seeking a highly skilled and experienced Senior Operations Manager to lead our Contact Centre team. The successful candidate will be responsible for overseeing the day-to-day operations of the centre, ensuring that all teams are working efficiently and effectively.
Key Responsibilities
- Develop and implement strategies to improve productivity and efficiency in the contact centre.
- Manage and motivate a large and complex delivery team, focusing on excellent client service delivery standards.
- Monitor and report on key performance indicators (KPIs) such as first call resolution, average handle time, and customer satisfaction.
- Maintain and improve voice operations by monitoring system performance and identifying areas for improvement.
- Recruit, select, train, assign, coach, counsel, and discipline employees as required.
- Analyse data and make informed decisions to drive business growth and excellence.
Requirements
- 14-20+ years overall experience with minimum 7-8 years in leadership role in blended voice operations (inbound/outbound/chat).
- Experience working with US-based businesses/customers in US shifts.
- Thorough understanding of all voice-based metrics and SLA, knowledge of blend voice operations (outbound & inbound), ACD, CITRIX, dialler, IVR & call tree management.
- Excellent client communication skills, MIS and reporting understanding, process improvement skills and tools, excellent analytical skills, revenue management & P&L understanding.
- Managed a large and complex delivery team, preferable onshore transition experience.
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