Role responsibilities
The Senior Operations Manager will ensure proper planning, staffing, and direction of operational functions while driving performance and operational excellence. This role involves analyzing reports, creating action plans for 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, Organizational Skills, Time Management, Change Implementation, Team Development, Performance Analysis, KPI Monitoring, Staffing Coordination, Training, Motivational Incentives, Continuous Improvement
Keywords
Digital Customer Experience, Back Office Processing, Trust & Safety Solutions, AI Services, Outsourcing, Operational Excellence, Performance Management, Key Performance Indicators, Staff Development, Training Programs, Budget Management, Statistical Analysis, Communication Skills, Organizational Skills, Time Management, Change Management