Operations Manager
Operations Manager
Posted on :
09-10-2024
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Posted on :
09-10-2024
Job Description
- Operations Manager (TSR o CSR ) will report directly to the Senior Director.
- Responsible for the development and update of Customer Service or Technical Support processes standards and systems to ensure best practices are maintained.
- Responsible for ensuring a high quality of service is maintained by the Technical Support Team or Customer Support Team
- operating guidelines and objectives and that expenditures remain within the allocated budget.
- Responsible for creating a training plan and specifics for new staff.
- Develop and improve policies and procedures for Technical Support or Customer Support Team.
- Ensure staff compliance with PSIs policies and procedures.
- Mentor/develop/motivate staff and leaders. Ongoing evaluation of direct staff for required skills and experience.
Qualifications
- Minimum Five (5) years and Up as a Manager experience in a technical support or Customer Support team management role in a BPO industry.
- Familiarity with call center reporting and statistics.
- Familiarity with QA processes and procedures.
- Associate degree or equivalent experience in Information Technology and Technology Management.
- Ability to communicate effectively with staff leaders and clients.
- Ability to construct correspondence that is professional concise and grammatically correct.
- Consistent team player with positive attitude.
- Ability to multitask and stay well organized in a fastpaced environment.
- Ability to take ownership and leadership to ensure successful project implementation.
- Excellent interpersonal organizational and time management skills.
- Strong leadership skills with willingness to learn.
- Demonstrate fundamental analytic and problem resolution skills.
- Strong conflict management teambuilding and motivational skills.
- Ability to handle difficult conversations in a professional manner.
- Responsible for supervising managing and motivating team members daily.
- Contact point for all team members
- Manage effective communication and to act proactively to ensure smooth team operations and effective collaboration.
- Planning daily activities and delegating tasks
- Clearly outlining goals and ensuring group members understand whats expected of them
- Educating and training new group members as well as support staff
- Meet Operations Key Performance Indicators Attendance Quality Tokens Per Hour
- Develop action planning to improve productivity identify potential problems and solutions.
- Manage the fair and consistent application of performance management and disciplinary measures as necessary.
Remote Work :
No
Employment Type
Full Time
Key Skills
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