MANAGER, OPERATIONS, SHIFT

Job Summary

Main Objectives and Duties:

• Oversees the daily operations of all Call Center Department functions
• Provides supervision, guidance, coaching, recognition, motivation and training to department personnel;
• Participates in marketing campaigns and product launches;
• Attains sales, quality control and customer service goals.
• Performs direct supervisory duties of department staff and coordinates staff for coverage in all related areas.

• Develops new lead targeting schemes, and scripting for the optimization of existing programs.
• Monitors team performance to ensure that the call center goals are met and supporting call center quality and training efforts.
• Measures and demonstrates the group productivity as well as the individual’s reports related to customer outcomes.
• Co-operates with Operations Manager and upper/Senior Management
• Facilitates in the implementation and evaluation of call center procedures and policies.

• Identifies and articulates reporting requirements, which includes targets, specific data, and anticipated outcomes.
• Identifies, recommends and supports the implementation of various programs for the improvement of call center processes.
• Writes and conducts performance evaluations, makes employment decisions, sets up performance goals and targets for assigned team.

• Involves in the Hiring Process of Agents and Operations Supervisors and evaluates/analyzes and implements new process for the betterment of employees.
• Prepares Immersion and Conditioning Programs for the Agents and Supervisors
• Prepares/Presents the department/team's Root Cause Analysis (to the whole Management Team) concerned with Quality Areas subject for improvement.

• Replies to client's mails and concerns.
• Handles Clients' Audits and creates Audit Committees
• Manages special Tasks given by the Upper Management

• Implements and checks if policies and processes are followed: Operational / Human Capital Department / Administration Policies.

Area of expertise (Skills)

Graduate of a Bachelors Degree (minimum of 4 years) specifically in Business and IT related or equal experience.
2 to 4 years work experience in Call Center Operations, with 1 to 2 years in a Supervisory capacity

Other Skills and Experiences (Min)

6 Sigma certified (preferably)

Education