Operations Manager - Contact Center

About the role

The Operations Manager leads, guides and directs the daily operations and client performance of a group of Team Supervisors, who oversee customer contact center employees. The role also promotes a positive work environment that enhances engagement, satisfaction and retention, coaches staff on compliance with business policies, and sets and achieves client program goals in performance, production and quality.

Key responsibilities

• Manage call lists, prepare and analyze data, and make program changes to meet client goals
• Review performance and production reports regularly and hold meetings with supervisor teams for feedback and problem solving
• Coach and mentor staff, write and deliver performance appraisals, and manage rewards and recognition programs
• Contribute to budget and expense management and recommend improvements to contact center financial performance
• Evaluate quality monitoring sessions and ensure accurate performance metrics
• Maintain positive relationships with clients and partner with other departments such as training, recruiting, client services, HR and IT
• Ensure policies and procedures are communicated and followed, and develop employee engagement activities

Required profile

• College degree or equivalent combination of education or related experience
• 3+ years of previous supervisory or management experience; BPO experience strongly preferred
• Strong interpersonal, leadership and communication skills, able to manage many employees in a fast-paced environment
• Analytical reasoning, good judgment, deadline orientation and ability to handle pressure

Required skills

• Strong knowledge of customer contact center operations and internal computer/operating systems
• Proficiency in MS Word and Excel, especially creating, designing and maintaining spreadsheets