Operations Manager (Customer and Vendor Service)

Descrizione

Responsibilities:

• Manage the daily running of the contact centre, effective resource planning and implementing contact centre strategies and operations.
• Directly supervise a team of over 120 agents through a team of team-leaders.
• Translate company goals into clear and comprehensive directives for the team. Setting and driving key service metrics and operational performance index (KPI).
• Manage and utilize KPIs to drive positive change in areas such as Service Level, Productivity, Quality, NPS and Customer Satisfaction Ratings.
• Improve service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes as well as planning areas of improvement or development of the contact centre.
• Responsible for team structure, recruitment strategy, developing training and development programs, reviewing job contributions and enforcing policies and procedures.
• Work with local and regional teams to understand the root cause of performance challenges and drive a philosophy of continuous business improvement.
• Lead and/or participate in company projects or seasonal projects based on business development and
• Ensure employee satisfaction by creating rewards and recognition programs, establishing strong connections with the team and utilizing effective communication to rally the team to work towards a single goal.
• Handling complex customer complaints and escalation calls.

Requirements

• At least 5 years of contact center experience with 2-3 years of managerial experience
• At least a Bachelor’s degree in business, marketing, engineering or related area
• Excellent leadership and interpersonal skills, to lead and manage a team of contact centre executives including building strong partnerships with other regional offices and global team
• Self-motivated with the ability to work remotely and under pressure, assertive team player with high energy to work in a fast-paced environment
• A strong sense of urgency and the ability to react fast upon emergencies
• Able to commit and combine structured problem-solving ability with excellent analytical skills
• A taste to deep dive into complex processes, pinpoint the issues and take structured action to solve them