Role responsibilities
As a Senior Operations Manager, you will ensure proper planning, staffing, and direction of operational functions while driving performance and operational excellence. You will analyze reports and program data, create action plans for continuous improvement, and ensure Service Level Agreements are met.
Requirements
The ideal candidate should have 5 to 7 years of management experience in the call center industry and a post-secondary diploma or degree in Business. Strong communication skills, organizational abilities, and experience in budget management are also required.
Key skills
Management, Call Center Operations, Client Relationship Management, Budget Management, Statistical Analysis, Training Development, Performance Analysis, Communication, Organizational Skills, Time Management, Change Implementation, Team Leadership
Keywords
Digital Customer Experience, Back Office Processing, Trust & Safety Solutions, AI Services, Outsourcing, Performance Management, Key Performance Indicators, Service Level Agreements, Operational Excellence, Team Development, Motivational Incentives, Statistical Analysis, Financial Management, Communication Skills, Organizational Skills, Time Management