Operations Manager

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Job Title: Contact Center Operations Manager

Job Description:

Lead and manage all contact center operations to ensure the delivery of exceptional, high-quality, and professional customer service. The role focuses on achieving defined operational goals, enhancing efficiency and productivity, and maintaining a structured and effective work environment.

Key responsibilities include direct supervision of teams, developing their skills, and motivating them to achieve optimal performance. The role also involves continuously reviewing processes to improve customer experience and implementing best practices.

Additionally, the position is responsible for developing operational policies and procedures, ensuring compliance with approved standards, monitoring key performance indicators (KPIs), and analyzing operational data to support strategic decision-making aimed at improving service quality and reducing operational costs.

The role requires effective coordination across departments, efficient management of human and technical resources, and the preparation of regular reports for senior management regarding performance, challenges, and improvement opportunities.

Qualifications:

• Minimum of 7 years of experience in customer service and contact center management
• At least 2 years of proven leadership experience in a managerial role
• Bachelor's degree in Business Administration, Information Technology, or a related field

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service
• Management
• Human Resources

Industries

• Telephone Call Centers
• Telecommunications
• Human Resources Services