Operations Manager

The Operations Manager is responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s).

Requirements

• Manage the performance of team leaders and their representatives
• Ensure optimum productivity and service level goals are maintained
• Maintain an excellent working relationship with clients
• Develop all team leads to ensure top performance
• Monitor, measure, report & analyze data to improve call centre performance
• Monitor, identify and resolve performance/behavior/attendance issues
• Responsible for staffing and hiring
• Provide Subject Matter Expertise
• Hold team meetings on a regular basis with direct reports