Operations Manager

Role Overview

The Operations Manager will support the continued growth of the campaign by monitoring, evaluating, and improving the effectiveness of Quality standards. The role requires previous managerial experience, strong communication and motivational skills, and a solid understanding of how Quality can influence business objectives.

What You Will Do

The Operations Manager will analyze and maintain Service Level agreements, select, train, and manage direct reports, manage operational reports, and create a positive work environment through employee engagement.

Why It Might Be a Fit

The successful candidate will be responsible for troubleshooting and solving problems through data analysis, adapting to fast-paced change, and managing a team of team leaders.

Requirements

• Previous Mid/Senior Managerial experience
• Previous US working experience
• Sales Through Service background
• Strong Excel skills
• Lean six Sigma background
• Bachelor’s degree or equivalent experience in a call centre or business-related field
• Minimum 5 years of work experience in Business Process Off-shoring
• Minimum 3 years’ Contact Centre Management experience in international Voice/Email/Chat/Tech Support business
• Proven experience in management of a contact centre
• Experience in KPI Management