Operations Manager

JOB TITLE: Operations Manager
REPORTS TO: Head of Department
JOB SUMMARY: Provide leadership and guidance to a team of Call Centre Representatives
while ensuring the successful delivery of quality service to the Client. Determine the long-range
objectives and goals and to meet business operations expectations.
KEY RESPONSIBILITIES:
● Managing a team of call center representatives directly and directing their activities for
the achievement of call center 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 center goals are met and
supporting call center 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 center processes.
● Making employment decisions, setting up performance goals and targets for assigned
teams.
● 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
KEY COMPETENCIES:
● Call Ability to work efficiently in a high demand, team oriented, and fast paced
environment
● Ability to maintain customer confidentiality.
● Ability to express ideas in a 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
QUALIFICATIONS AND EXPERIENCE:
● Associates Degree or higher
● 3-5 years cumulative experience in the BPO sector with 2+ years of managerial
experience.
● Utilities experience would be an asset.
DISCLAIMER: This document outlines the duties required for the time being of the post to
indicate the level of responsibility. It is not a comprehensive or exhaustive list and duties may
vary from time to time, which do not change the general character of the job or the level of
responsibility entailed.