Senior Level
Operations
· Oversee the day-to-day operations of the call center, including staffing, scheduling, and performance management, to ensure efficient and effective service delivery.
· Develop and implement operational policies, procedures, and best practices to optimize call center performance and enhance customer satisfaction.
· Monitor key performance indicators (KPIs), such as call volume, average handle time, and service level, and take corrective action as needed to meet or exceed targets.
· Lead and motivate a team of call center agents and supervisors, providing coaching, feedback, and support to help them achieve their goals and deliver exceptional service.
· Conduct regular performance evaluations, set performance goals, and provide ongoing training and development opportunities to improve team performance and productivity.
· Collaborate with other departments, such as Quality Assurance, Training, and IT, to identify and address operational issues, implement process improvements, and ensure alignment with organizational goals.
· Analyze data and trends to identify opportunities for operational improvement, cost reduction, and revenue generation, and develop and implement strategies to capitalize on these opportunities.
· Ensure compliance with all relevant regulations, policies, and procedures, including data security, privacy, and quality standards.
· Prepare and present regular reports and updates on call center performance, operational metrics, and improvement initiatives to senior management.
· Bachelor's degree in Business Administration, Management, or a related field; MBA or equivalent is a plus.
· Minimum of [7] years of experience in call center management, with a proven track record of success in driving operational excellence and delivering results.
· Strong leadership and management skills, with the ability to inspire and motivate a diverse team to achieve common goals.
· Excellent communication and interpersonal skills, with the ability to interact effectively with employees, clients, and stakeholders at all levels of the organization.
· Deep understanding of call center operations, including workforce management, quality assurance, and performance metrics.
· Proven ability to analyze data, identify trends and opportunities, and develop and implement strategies to improve operational performance.
· Experience with call center technology and software, such as CRM systems, workforce management tools, and reporting and analytics platforms.
· Strong problem-solving skills and the ability to think strategically, anticipate challenges, and develop innovative solutions.
· Results-oriented mindset, with a focus on continuous improvement and achieving measurable outcomes.
· Ability to thrive in a fast-paced, dynamic environment and effectively manage competing priorities and deadlines.
Fluent in English