Role responsibilities
The Senior Operations Manager will ensure proper planning, staffing, and direction of operational functions while driving performance and operational excellence. This role includes analyzing reports, creating action plans for continuous improvement, and ensuring service level agreements are met.
Requirements
Candidates 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 and the ability to manage budgets and operational statistics are also required.
Key skills
Management, Call Center Operations, Client Relationship Management, Budget Management, Statistical Analysis, Communication Skills, Organizational Skills, Time Management, Change Implementation, Team Development, Performance Analysis, KPI Analysis, Staffing Coordination, Training Development, Operational Excellence, Motivational Incentives
Keywords
Digital Customer Experience, Back Office Processing, Trust & Safety Solutions, AI Services, Outsourcing, BPO Industry, Performance Management, Operational Functions, Team Performance, Training, Staff Development, Motivational Incentives, Service Level Agreements, Key Performance Indicators, Continuous Improvement, Budget Management