。该工作已被公司管理人员暂停申请，不再接受简历投递

Operation Manager - Call Center

We are looking for a competent Operation Manager Call Center for USA Canada campaign Inbound sales call center to organize and direct the staff of our call center. You will be responsible for assessing their work and give them feedback to maximize performance.

An excellent call center Manager Operation must have Managership experience. The ideal candidate must possess Excellent communication skills and be able to lead and motivate. You will be organized and reliable as well as results-oriented.

Operations Manager/Manager Call Center

Responsibilities

To communicate the company’s vision, purpose, core values to the grass root level
employees
To implement the policies of the company and ensure their execution
To have extensive control of all operational activities pertaining to Production Floor
To liaise with client for any external or client related concerns and improvisation plans
To identify and foresee problems in the existing system and come up with
proposals/solutions and improvements in the system
To improve and facilitate team work and coordination through effective communication
within the team
To liaise with concerned departments to ensure smooth and flawless operational
execution
setting and meeting performance targets for speed, efficiency, sales and quality;
To ensure that the required quality level for customers is delivered based on pre-
defined quality benchmarks
Accomplishes call center human resource objectives by recruiting, selecting, orienting,
training, assigning, coaching, counseling, and disciplining employees; administering
scheduling systems; communicating job expectations; planning, monitoring, appraising,
and reviewing job contributions; planning and reviewing compensation actions;
enforcing policies and procedures.
Address all concerned employees’ concerns and provide conflict resolution
Address all concerned employees’ grievances
Motivate the Supervisors/employees in order to meet all targets and create healthy
competitive environment through recognition, guidance and incentive programs
To create a sense of ownership among the employees
To make sure that Supervisors are following the schedule properly as well as having the
same followed up with their respective teams
Review daily Supervisor/teams performance stats and reports, and address all sensitive
concerns/issues in a timely manner
Prepares call center performance reports by collecting, analyzing, and summarizing data
and trends. Prepare reports for different departments or upper management daily,
weekly and monthly basis.
To promote professionalism in the call center environment
Any other assignment, ad hoc projects as and when required by management.
Authority
To resolve any/all employee concerns according to the company policies and
procedures
To escalate any/all unresolved employee concerns to the relevant authorities following
the escalation process
To take defined corrective action against any misconduct
To resolve conflicts according to company guidelines
Skills
You will need to show:
Excellent communication skills;
A strong customer focus and a good telephone manner;
The ability to work well in teams;
Leadership skills and the ability to motivate and develop staff;
A desire to help others work towards targets and develop their skills;
Confidence and a good business sense;
The ability to set, meet and exceed targets;
A focused and self-motivated approach to work;
The ability to manage change.
Having experience of manage at least 100 agent
Age 35 to 45
Minimum experience of 5 years
Performance Evaluation
Through statistical data to analyze Supervisor(s)/teams’ performance
Through analytical view of Supervisor(s)/teams’ KPIs and trends
Through root cause Analysis of challenges and their action taken