Call Center Operations Manager (All Parishes)

The Operation Manager (OM) is a pivotal role within our organization, responsible for managing client relationships, overseeing people management initiatives, and fostering collaboration across departments. The OM serves as the primary point of contact for designated clients, ensuring their needs are met and expectations exceeded. This role requires strong leadership skills, exceptional communication abilities, and a passion for driving client success.

Responsibilities:

• Manage a Customer Service team 

• Build strong client relationships

• Foster a productive and supportive work environment

• Consistently deliver services that exceed client's expectation

• Build proactive communication and drive results collaboratively with other stakeholders

• Develop creative and effective roadmaps for team success and growth

• Contribute to expansion minimizing revenue leakage or client churn

Qualifications:

• At least 4 years of management experience within the BPO industry

• Excellent English speaking and writing skills

• E-commerce experience is a plus

• Able to collaborate and demonstrate sound time management and judgment skills.

• Takes the initiative and performs autonomously

• A team player, able to work with various stakeholders

• Agent selection and employee lifecycle management

• Excellent client communication (written, spoken, visual) that generates confidence in our clients

• Leadership and collaboration skills, with demonstrated ability to motivate and build high-performing teams

• Strong critical thinking ability in technical & non-technical issues

• Moves through every customer issue and circumstance with empathy, leading the team to respond with solution-oriented responses

• Must have flexible availability to work any day and any hour of the week/weekends/public holidays.

Internet and Device Requirement:

• High-quality internet, power, and computer that can support online face-to-face (e.g. Google Meet) conversation without interruption

Benefits:

• 100% remote - The flexibility of working from home without having to go to the office

• Net Revenue Retention bonuses depending on performance

• An international and diverse work atmosphere :)

• Skills development and certifications from our Learning team

• Paid Time Off and other leaves after 1 year at the company.

• Extensive growth opportunities

We’re seeking thoughtful, detail-oriented people to join our growing international team!

If you feel that this role is for you, please feel welcome to apply!