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Senior Operations Manager
IBEX Global
- St. Catherine
- Not disclosed
- Permanent full-time
- Updated 07/09/2023
- HR
The Senior Operations Manager leads, inspires, and motivates a team of supervisors and managers to ensure operation excellence, high employee engagement, satisfaction and retention. The Senior Operations Manager will ensure consistence achievement of financial and operational KPIs.
Responsibilities
- Establishes and consistently meets or exceeds client program service goals and objectives in performance, production and quality; examines root causes of issues to achieve solutions.
- Manages call lists, prepares and analyzes data and makes program changes designed to achieve client goals.
- Regularly reviews performance and production reports to ensure that goals are being met and meets with supervisor teams for feedback and problem solving.
- Leads, guides and develops a high performance team by acting as coach and mentor to staff.
- Evaluates, writes and delivers performance appraisals that address issues, providing coaching to motivates enhanced performance.
- Develops operational client relationships.
- Identifies further opportunities for process improvement.
- Manages rewards and recognition programs for all programs.
- Understands cost strategies, contributes to budget/expense management and recommends solutions and changes for improving overall Contact Center financial performance.
- Evaluates quality monitoring sessions to ensure improved CSR performance.
- Engages in positive relationships with clients to understand and support client goals.
- Ensures efficiency and overall accuracy of performance metrics.
- Partners with others for feedback and support with those involved with client programs, including other contact center Management, Training, Recruiting, Client Services, Human Resources and Information Technology.
- Ensures policies and procedures are communicated and followed.
- Develops and participates in employee engagement activities.
- May perform additional duties and responsibilities, and assist with special projects, as assigned.
Qualifications
- Strong knowledge of customer contact center operations and internal computer/operating systems.
- Proficiency in MS Word & Excel with an emphasis on creation, design & maintenance of spreadsheets.
- Demonstrated strong interpersonal and relationship building skills, leadership skills, strong verbal and written English communication skills.
- Teamwork oriented with ability to relate to all levels of employees and clients and to manage a large number of employees in a fast-paced, dynamic environment.
- Good reasoning abilities/analytical skills, and sound judgment with ability to made decisions within scope of authority.
- Deadline-oriented, time management skills, resourceful and well organized, excels under pressure.
- Ability to demonstrate achievement of results e.g. business improvements, cost savings, revenue generation.
- Ability to build and maintain strong client relationships.
- Ability translate business strategy into day-to-day delivery.
Ref: Senior Operations Manager