Job Description
About The Job:
The Operations Manager is responsible for overseeing the day-to-day operations of a call center. They manage and coordinate the activities of call center representatives to ensure efficient and effective call center operations, as well as ensure high levels of customer satisfaction. The Operations Manager also provides guidance and support to call center staff and develops strategies to improve overall performance.
Key Job Responsibilities:
- Develop and implement call center policies and procedures to ensure smooth and efficient call center operations.
- Oversee the daily activities of call center representatives to ensure timely and accurate responses to customer inquiries and issues.
- Analyze call center data to identify trends, track performance, and make recommendations for improvement.
- Interview and make hiring decisions, train, and manage call center staff, including setting performance expectations and providing ongoing coaching and feedback.
- Develop and maintain effective communication channels with other departments, including sales, marketing, and IT, to ensure seamless customer service.
- Ensure compliance with call center regulations and industry standards.
- Monitor call center metrics, such as call volume, response times, and customer satisfaction, and take corrective action as needed.
- Prepare and present call center reports and updates to senior management.
- Develop and implement strategies to improve call center performance, such as process improvements, technology enhancements, and staff training.
- Maintain a positive and productive work environment, promote teamwork, and foster employee engagement and retention.
- Building strong client relationships to maintain old business and acquire new customers
- Collaborating with various internal departments to ensure that they fulfill all customer requests
- Resolving complaints and keeping track of all processes that pertain to the client’s desires
- Acting as the client’s representative in a firm to ensure that their demands are met with a focus on improving the customer experience
- Bilingual (English and Spanish)
Requirements
- 3+ years of leadership experience in call/contact center, including demonstrated success in managing call center staff and achieving performance metrics.
- Knowledge of operating various BPO industry software and tools.
- Capable of working in a fast-paced environment to regularly meet clients’ needs.
- Excellent communication and interpersonal skills.
- Strong analytical and problem-solving skills.
- Experience with call center software, such as customer relationship management (CRM) systems, workforce management systems, and quality assurance tools.
- Knowledge of call center industry standards and best practices.
- Ability to manage multiple priorities.
- Demonstrated ability to develop and implement effective strategies for improving call center performance.
- Strong leadership skills and the ability to motivate and engage staff.
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