Operations Manager
Job Purpose
The primary mission of the Operations Manager is to lead, manage, and optimize the performance of the Contact Centre operations across Reservations and Customer Services business units. The role is responsible for driving operational excellence, ensuring “sales through service” and “customer retention,” while maintaining the highest quality standards, service levels, and commercial performance in line with organizational objectives.
Key Responsibilities
Operational Leadership
- Oversee daily Contact Centre operations across all communication channels (telephone, email, correspondence, etc.).
- Ensure achievement of all operational KPIs including Service Level Agreements (SLAs), Calls per Day, Average Handling Time (AHT), Turnaround Time (TAT), Quality Scores, Sales Targets, and Lost Call Ratio.
- Monitor performance metrics and implement corrective action plans where required.
- Ensure effective workforce planning and resource allocation to meet business demands.
Customer Experience & Service Excellence
- Ensure delivery of exceptional customer service while maximizing sales opportunities.
- Drive customer retention strategies and promote loyalty programs to enhance customer engagement.
- Oversee resolution of complex customer queries, complaints, financial adjustments, and escalations in a timely and efficient manner.
- Ensure compliance with company policies, procedures, and quality standards.
Sales & Revenue Growth
- Lead initiatives to maximize conversion rates and revenue generation through proactive sales management.
- Ensure teams effectively promote products and services.
- Identify opportunities for pricing, product, and service improvements to enhance competitive positioning.
Team Leadership & Development
- Lead, coach, and develop Team Leaders and Senior Agents to ensure high performance and engagement.
- Conduct regular performance reviews, coaching sessions, and 1-2-1 meetings.
- Support onboarding and training programs for new employees.
- Foster a high-performance culture aligned with the company’s Vision, Mission & Values.
- Drive employee development initiatives and continuous improvement programs.
Process & Continuous Improvement
- Ensure effective use of systems, reporting tools, and research platforms.
- Analyze operational data to identify trends, gaps, and improvement opportunities.
- Lead continuous improvement initiatives to enhance efficiency and customer satisfaction.
- Manage ad-hoc projects and strategic initiatives as assigned by senior management.
Professional Experience
- Minimum 5–8 years of experience in Contact Centre operations, including Reservations and/or Customer Services.
- At least 2–3 years in a managerial or leadership role.
- Proven track record of consistently achieving operational and commercial targets.
Knowledge
- Strong working knowledge of Microsoft Office (Word, Excel, PowerPoint).
- Fluency in English (additional languages are an advantage).
- Solid understanding of Contact Centre metrics, workforce management, and performance analytics.
Skills
- Strong leadership and people management skills.
- Excellent sales and commercial awareness.
- Advanced problem-solving and decision-making abilities.
- Strong analytical and reporting skills.
- Excellent written and verbal communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Customer-focused mindset with strategic thinking capability.
Core Competencies
- Relationship Management & Team Leadership
- Effective Communication
- Business & Customer Orientation
- Strategic Analysis & Decision Making
- Organization & Resource Management
Personal Attributes
- High drive & initiative
- Professionalism & resilience
- Adaptable and flexible
- Results-oriented with strong accountability
