Operations Manager Contact Center - Tafaseel
Posted on :
31-12-2024
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1 Vacancy
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Job Description
Job Summary:
Operations Manager in BPO is responsible for overseeing the daytoday operations of client projects in a BPO environment. The Contact Center Manager manages a team of managers and ensures that service level agreements are met or exceeded.
We are accepting candidates worldwide!
Key Responsibilities:
Team Management: Recruit train and develop a team of customer service representatives. Manage their performance provide coaching and feedback and create opportunities for professional growth.
Operations Management: Oversee the contact canters daily operations including scheduling resource allocation and workflow management. Identify and implement process improvements to enhance efficiency and productivity.
Quality Assurance: Establish and maintain quality assurance standards for customer interactions. Monitor and evaluate the performance of the customer service team and implement corrective actions as needed.
Data Analysis and Reporting: Collect analyze and interpret contact center data such as call volumes average handling times and customer satisfaction scores. Use this data to make informed decisions and drive continuous improvement.
Budgeting and Resource Management: Manage the contact centers budget including staffing technology and other operational costs. Ensure efficient use of resources and identify opportunities for cost savings.
Collaboration and Stakeholder Management: Work closely with other departments such as marketing sales and IT to ensure seamless customer experiences. Communicate effectively with internal and external stakeholders to address their needs and concerns.
Compliance and Risk Management: Ensure the contact centers operations are in compliance with relevant laws regulations and industry standards. Identify and mitigate potential risks to the business.
Qualifications:
This job has been sourced from an external job board.
More jobs on
Operations Manager in BPO is responsible for overseeing the daytoday operations of client projects in a BPO environment. The Contact Center Manager manages a team of managers and ensures that service level agreements are met or exceeded.
We are accepting candidates worldwide!
Key Responsibilities:
Team Management: Recruit train and develop a team of customer service representatives. Manage their performance provide coaching and feedback and create opportunities for professional growth.
Operations Management: Oversee the contact canters daily operations including scheduling resource allocation and workflow management. Identify and implement process improvements to enhance efficiency and productivity.
Quality Assurance: Establish and maintain quality assurance standards for customer interactions. Monitor and evaluate the performance of the customer service team and implement corrective actions as needed.
Data Analysis and Reporting: Collect analyze and interpret contact center data such as call volumes average handling times and customer satisfaction scores. Use this data to make informed decisions and drive continuous improvement.
Budgeting and Resource Management: Manage the contact centers budget including staffing technology and other operational costs. Ensure efficient use of resources and identify opportunities for cost savings.
Collaboration and Stakeholder Management: Work closely with other departments such as marketing sales and IT to ensure seamless customer experiences. Communicate effectively with internal and external stakeholders to address their needs and concerns.
Compliance and Risk Management: Ensure the contact centers operations are in compliance with relevant laws regulations and industry standards. Identify and mitigate potential risks to the business.
Qualifications:
- Bachelors degree in business Operations Management or related field.
- Minimum of 710 years of experience in a similar role with at least 5 years in a BPO environment.
- Proven track record of managing successful BPO projects and delivering results.
- Strong leadership and people management skills with the ability to motivate and inspire teams.
- Excellent communication and interpersonal skills with the ability to build strong relationships with clients and stakeholders.
- Solid understanding of BPO industry trends and best practices.
- Proficient in Microsoft Office and project management tools.
- Good command in both languages Arabic & English is a MUST.
- Six Sigma Lean and COPC certifications is a plus.
This job has been sourced from an external job board.
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Employment Type
Full Time
Key Skills
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