Call Centre Operations Manager Job ID: 1397

Job Details:
Manage operational activities for several language desks within company guidelines and policies. Manage, motivate, and develop front line supervisory staff responsible for the day-to-day performance of operations teams who provide services on behalf of the company’s clients. Ensure the company performance expectations are met and continuously improved upon.
 
Essential Duties & Responsibilities
 
  • Manage Team Leaders/Supervisors to ensure program(s) productivity, quality and customer satisfaction/client performance objectives are met and performed in an efficient manner.
  • Communicate company goals with team members to deliver high level of service.
  • Coach and develop direct reports to acquire and refine necessary job skills through constructive feedback, ongoing training, and other coaching techniques. Conduct regular performance reviews and one-one-one meetings with direct reports to evaluate performance.
  • Review operational reports on regular basis and develop and implement action plans to address deficiencies.
  • Provide regular feedback to Director and other members of the management team regarding current operational performance. Escalate issues appropriately and in real-time including, but not limited to, performance, and human resources issues.
  • Accountable for ensuring that all activities and initiatives meant to drive operational effectiveness are administered in a cost effective manner.
  • Communicate company goals and metrics with team members to deliver high level of service.
  • Responsible for respective department’s overall performance and for motivating team to exceed department goals and objectives.
  • Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.
  • Perform other duties as assigned by management.
Qualifications
Experience:
 
  • 2 years leadership experience in a call center environment is required.
  • supervising teams of agentsand directly managing supervisory or professional level staff in a call center environment is strongly preferred.
  • Prior management experience in a call center environment is preferred. 
 
Knowledge, Skills, Abilities & Other Characteristics:
  • Strong knowledge of contact center operations.
  • Basic understanding of reports and forecasting.
  • Ability to motivate and inspire a group of employees to achieve performance goals
  • Ability to analyze processes and develop valid solutions to resolve issues at hand.
  • Ability to interact with all levels of management and non-management personnel
  • Ability to prioritize and organize work in a multitasked environment.
  • Ability to maintain the highest level of confidentiality.
  • Excelent personal computer skills including Microsoft Office .
  • Excellent interpersonal, written, and oral communication skills
Excellent judgment, reasoning, and problem solving skills.
 
If you are interested or know of someone that could be, kindly forward your CV in a word format to Donna Bonello on [email protected] or call on +356 27 204 518 for further information.
 

Country: Malta
Region: Any Region
Apply for this Job
Already Registered Log In
 

Latest News

Latest Jobs




 Terms & Conditions | Privacy Policy | Equal Opportunities | Contact Us

spotON connections

Tel: + 356 27 204 518  Email: [email protected]