Posted Jun 14, 2021 1 views
The Operations Manager directs and manages all operational activities in assigned area and contributes to the sites overall strategic direction. This position will provide leadership to a team of 2 to 3 Team Leaders or direct reports as well as 15 to 20 indirect reports. Teams consist of Desktop Support and Technical Support Representatives. The Operations Manager is responsible for the productivity of the teams, the individual performance of the staff and the overall quality of the services provided.
Position Detail:
- Leadership and overall responsibility for multiple teams with more than one client
- Lead teams to meet and exceed business objectives including but not limited to contracted service levels, quality and productivity goals, as well as financial, metric and customer satisfaction goals
- Ensures the consistent achievement of all financial and operational KPI's across the site
- Review various reports and statistical data generated for the program and work out suitable action plans to effect continuous improvement
- Conduct team meetings with Team Leaders and others as required or needed to ensure the successful operation of the business
- Participate in client conference calls, client meetings etc. regarding all operational aspects of the designated client program
- Direct involvement in recruitment, interviews, training and ongoing skills development for all direct and indirect reports
- Ensures appropriate staffing levels based on forecasted demand or predetermined staffing requirements
- Apply a process of continuous review and proactive management of absenteeism and attrition across all teams; taking appropriate action where necessary
- Facilitate a culture of open and honest two-way communication ensuring key messages are cascaded
- Manage client relationship at an operational level in terms of coordinating information and data requests and delivery of these within agreed timescales and to required quality
- Participate in formal quarterly performance reviews with executive leadership teams; both internally and directly with the customer
Responsibilites
- Responsible for training call center agents to make sure that service delivery on their part is always up to speed
- Responsible for allocating work-time to call center agents according to the workload (frequency of calls)
- Oversee the recruitment of required and qualified personnel to fill job openings for call center agents
- Maintain and enhance call center operations by supervising system performance(s), identifying and providing solution(s) to problems
- Prepare call center performance reports
- Manage call center equipment by ensuring repairs and replacements as at when due
- Determine call center operational strategies by conducting exercises like performance reviews, capacity planning, and needs assessment.
Requirements:
- 3+ years previous management experience with a demonstrated ability to manage client relations
- 5+ years working in a call center or similar technical support environment is required
- Bachelor's degree or equivalent work experience
- Strong knowledge base in technical support of information systems products and services
- Willing and able to work a any shift as needed to direct overall performance
- Excellent leadership, communication and motivational skills
- Ability to set and meet/exceed expectations
- Team/Service-oriented
- Ability to meet deadlines
Skills
Job Details
Technoli Media Pvt Ltd
Technoli Media Pvt Ltd is a well reputed organization in the field of web development and FB marketing. Technoli Media takes pride in adding value and revolutionizing the way IT based Services are tackled globally by providing Customized Business Solutions to its vast client.
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