Senior Manager - Call Centre Operations

The Senior Manager - Call Center Operations manages a single customer care site to ensure quality customer service and maintain Service Level Agreements.

Senior Manager- Call Center Operations (Trinidad)

Our client is looking for a high–energy‚ dynamic person who is passionate about customers, to head their call center operations in Trinidad.

Job Summary:

The Senior Manager - Call Center Operations manages a single customer care site to ensure quality customer service and maintain Service Level Agreements.

Job Duties and Responsibilities:

• Directly supervise Customer Care Managers; interview, hire, and train employees
• Develop and manage the annual site budget
• Perform cost-benefit analysis and identify cost efficiencies and savings opportunities
• Maintain excellent   employee and customer satisfaction indexes by planning and measuring   departmental performance standards for individual contributors, supervisors, and managers
• Maintain client vendor manager relationship with internal customers (regional)
• Monitor quality of staffing agency new hires
• Participate in the creation and assist in the conducting of monthly business reviews (MBR’s) in conjunction with the Client Services Organization
• Collaborate with internal business partners to proactively develop metrics improvement initiatives
• Recommend modification to and implementation of growth strategies
• Assist in establishing clear roles, direction, responsibilities, and performance requirements for the management team

Qualifications: 

• Bachelor or Master's Degree in Business or related field
• Seven to ten years’ experience of successful management in a Call Center or similar environment
• Proven years of experience in a Call Center leadership position of similar scope and responsibility
• Proven years of experience in goal-setting (defining and prioritizing specific, driving objectives)
• Completed CSME Skills Certificate or equivalent (for non-nationals of Trinidad and Tobago)

Knowledge, Skills and Abilities: 

• Knowledge of Call Center industry and performance metrics
• Demonstrated ability to develop and implement process enhancements including technology and performance
• Ability to lead, coach and motivate others
• Proficiency  in  Microsoft  Office, Call-Center applications, workforce management applications, quality tools and technologies, and other related Call Center software
• Proven ability to develop and manage project plans and directives
• Outstanding organizational skills
• Project management experience
• Superior interpersonal skills to work closely with other team members and the client
• Superior communication (oral, written and presentation) skills
• Superior ability to balance multiple demands