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, coaching employees on compliance with business policies, and achieving client program goals in performance, production and quality. It is a full-time position.

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 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 communicated and followed, 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 communication skills, with good analytical and decision-making abilities
• Ability to build and maintain client relationships and turn business strategy into day-to-day delivery

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