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 involves developing supervisors and staff, promoting a positive work environment that enhances engagement, satisfaction and retention, and coaching employees to comply with business policies and practices.

Key responsibilities

• Set and meet client program service goals in performance, production and quality, and investigate 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 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 good relationships with clients and partner with other departments such as training, recruiting, client services, HR and IT
• Ensure policies and procedures are followed, develop employee engagement activities and perform other duties as assigned

Required profile

• College degree or equivalent combination of education or experience
• 3+ years of 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, sound judgment, deadline orientation and ability to stay calm under pressure

Required skills

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