Job Summary:
We are seeking a results-driven and strategic Operations Manager to oversee the daily operations of our call center. This role is responsible for ensuring efficient processes, high-quality customer service, team productivity, and compliance with company standards and service-level agreements (SLAs). The ideal candidate has strong leadership skills, is data-oriented, and thrives in a fast-paced, customer-focused environment.
Key Responsibilities:
- Manage and lead a team of supervisors, team leads, and call center agents.
- Oversee daily operations, including workforce scheduling, queue management, and service level performance.
- Monitor and analyze KPIs (e.g., AHT, FCR, CSAT, SLA) and drive continuous improvement strategies.
- Develop and implement operational policies, procedures, and best practices to enhance customer experience and team performance.
- Collaborate with Quality Assurance, Training, HR, and IT teams to support agent development and system efficiency.
- Handle escalations and complex customer issues as needed.
- Ensure compliance with company policies, data protection laws, and regulatory requirements.
- Prepare and present operational reports to senior leadership.
- Foster a positive, motivated, and performance-driven culture within the team.
Qualifications:
- Bachelor’s degree in Business Administration, Communications, or a related field (preferred).
- 3+ years of experience in call center operations, with at least 2 years in a leadership role.
- Strong knowledge of call center technologies (e.g., ACD, CRM, WFM tools).
- Proven ability to lead and develop high-performing teams.
- Excellent communication, problem-solving, and decision-making skills.
- Data-driven mindset with strong analytical skills.
- Ability to work under pressure and manage multiple priorities.
Preferred Skills:
- Experience with remote/hybrid teams.
- Lean Six Sigma or other process improvement certifications.
- Familiarity with omnichannel support (phone, email, chat, social media).
- Able to work on site with flexible schedule.
