Operations Manager - Contact Center

Participate in cross- functional meetings to review information received from operational support functions- Training, HR, Quality, WFM, IT- and partner to define action plans that resolve issues and drive continuous improvement.
Develop and implement strategies to optimize operational efficiency, including process improvements, resource allocation, and workforce management.
Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner.
Provide Activity Report as Team performance report daily, weekly, and monthly basis.
Attending to ad- hoc tasks as assigned by the Senior Operation Manager/General Manager or Client.
Manage the day- to- day operations and ensure delivery of all client KPIs and targets.
Conduct regular one- on- ones with direct reports to review individual performance, and the performance of their team and offer ongoing developmental coaching.

In- depth knowledge of contact center operations, including workforce management, quality assurance, and performance metrics.
Exceptional communication skills, both verbal and written, with the ability to interact effectively with customers, team members, and stakeholders.
Excellent analytical and problem- solving abilities, with a track record of driving process improvements and achieving operational efficiency.
Having experience in Content Moderation is a plus.
Proven experience as an Operation Manager or at least 2+ years as an Assistant Manager or Supervisor role.
Strong leadership skills with the ability to motivate and inspire a diverse team.
Fluency in English.

Cập nhật gần nhất lúc: 2024-04-03 11:05:30