Operations Manager

Managing a team of call centre representatives directly and directing their activities for the achievement of call centre targets and goals 

Managing the overall performance analysis of existing lists and programs. 

Developing and supervising a team of representatives and preparing their performance reports. 

Developing new lead targeting schemes, and scripting for the optimization of existing programs. 

Monitoring team performance to ensure that the call centre goals are met and supporting call centre quality and training efforts. 

Measuring and demonstrating the group productivity as well as the individual's reports related to customer outcomes. 

Identifying and articulating reporting requirements, which includes targets, specific data, and anticipated outcomes. 

Identifying, recommending and supporting the implementation of various programs for the improvement of call centre processes. 

Making employment decisions, setting up performance goals and targets for assigned team. 

Promoting a customer service culture that encourages and ensures the staff 

Meet with clients as and when necessary,in order to present and discuss productivity reports, discuss ways to increase revenue and build effective relationships 

Be available to travel domestically and internationally as deemed necessary 

Ability to work efficiently in a high demand, team oriented, and fast paced environment 

Ability to maintain customer confidentiality. 

Ability to express ideas in clear and concise manner. 

Solid problem-solving skills and excellent Management skills. 

Ability to think tactically and identify significant success factors. 

Excellent communication and interpersonal skills 

High level of competence in MS Office 

Attention to detail, accuracy and time management 

Flexibility and Adaptability while maintaining professionalism 

Associates Degree or higher 

3-5 years cumulative experience in the BPO sector with 2+ years of managerial experience.