Operations Manager

JOB SUMMARY: Provide leadership and guidance to a team of Call Centre Representatives  while ensuring the successful delivery of quality service to the Client. Determine the long-range  objectives and goals and to meet business operations expectations. KEY RESPONSIBILITIES: ● Managing a team of call center representatives directly and directing their activities for  the achievement of call center targets and goals ● Managing the overall performance analysis of existing lists and programs. ● Developing and supervising a team of representatives and preparing their performance  reports. ● Developing new lead targeting schemes, and scripting for the optimization of existing  programs. ● Monitoring team performance to ensure that the call center goals are met and  supporting call center quality and training efforts. ● Measuring and demonstrating the group productivity as well as the individual’s reports  related to customer outcomes. ● Identifying and articulating reporting requirements, which includes targets, specific  data, and anticipated outcomes. ● Identifying, recommending and supporting the implementation of various programs for  the improvement of call center processes. ● Making employment decisions, setting up performance goals and targets for assigned  teams. ● Promoting a customer service culture that encourages and ensures the staff  ● Meet with clients as and when necessary in order to present and discuss productivity  reports, discuss ways to increase revenue and build effective relationships ● Be available to travel domestically and internationally as deemed necessary KEY COMPETENCIES: ● Call Ability to work efficiently in a high demand, team oriented, and fast paced  environment ● Ability to maintain customer confidentiality. ● Ability to express ideas in a clear and concise manner. ● Solid problem-solving skills and excellent Management skills. ● Ability to think tactically and identify significant success factors. ● Excellent communication and interpersonal skills  ● High level of competence in MS Office ● Attention to detail, accuracy and time management ● Flexibility and Adaptability while maintaining professionalism QUALIFICATIONS AND EXPERIENCE: ● Associates Degree or higher ● 3-5 years cumulative experience in the BPO sector with 2+ years of managerial  experience. ● Utilities experience would be an asset. DISCLAIMER: This document outlines the duties required for the time being of the post to  indicate the level of responsibility. It is not a comprehensive or exhaustive list and duties may  vary from time to time, which do not change the general character of the job or the level of  responsibility entailed.