Senior Operations Manager - Contact Center

About the role

The Senior Operations Manager leads and directs the daily operations and client performance of a group of Team Supervisors who oversee customer contact center employees. The role focuses on developing supervisors and staff, promoting a positive work environment that supports engagement, satisfaction and retention, and coaching employees to comply with business policies and practices. It is a full-time position.

Key responsibilities

• Set and meet client program service goals in performance, production and quality, and analyze root causes of issues
• Manage call lists, prepare and analyze data, and make program changes to achieve client goals
• Review performance and production reports regularly and hold feedback meetings with supervisor teams
• Coach and mentor staff, write and deliver performance appraisals, and develop operational client relationships
• Identify process improvement opportunities and manage rewards and recognition programs
• Contribute to budget and expense management and recommend changes to improve contact center financial performance
• Evaluate quality monitoring sessions, ensure accurate performance metrics, and partner with other departments such as Training, Recruiting, Client Services, HR and IT
• Ensure policies and procedures are followed, communicate them, and take part in employee engagement activities

Required profile

• Bachelor's degree
• 5+ years of supervisory or management experience, or an equivalent combination of training and experience
• BPO experience strongly preferred
• Strong interpersonal, leadership and relationship-building skills, with good verbal and written English
• Ability to manage many employees in a fast-paced environment and to build strong client relationships

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
• Analytical reasoning, decision-making within scope of authority, and deadline-oriented time management