Overview

A reputable company is looking for a Senior Operations Manager to hire immediately.

What You Will Do

1. Determines call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
2. Develops call centre systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
3. Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; and installing upgrades.
4. 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.
5. Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
6. Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; and evaluating and implementing upgrades.
7. Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; and participating in professional societies.

Required Qualifications, Skills and Competences

• Bachelor’s Degree in a related field.
• Minimum of 5 years of management experience in the BPO Industry
• Excellent English level
• Excellent energy and communication skills