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IT Manager and Operations Manager

Not Disclosed

  • Hanover / St. James / Westmoreland
  • Not disclosed
  • Permanent full-time
  • Updated 04/11/2024
  • Recruiter
Apply Now

As the IT Manager for our contact center, you will be responsible for managing and maintaining the IT infrastructure, ensuring smooth and efficient operations. As Operations Manager, you will be responsible for overseeing the day-to-day operations of our BPO.

Now hiring for our Montego Bay Office:
IT MANAGER


Job Objective: As the IT Manager for our contact center, you will be responsible for managing and maintaining the IT infrastructure, ensuring smooth and efficient operations. You will lead a team of IT professionals, provide technical support, and implement innovative solutions to enhance our contact center's performance.
Key Responsibilities:
  • Oversee the day-to-day IT operations of the contact center, including network management, system administration, and technical support.
  • Lead and mentor a team of IT professionals, providing guidance and support to ensure high performance and professional growth.
  • Develop and implement IT policies and procedures to ensure data security, system reliability, and compliance with industry standards.
  • Collaborate with other departments to identify and address IT needs, ensuring seamless integration of technology solutions.
  • Manage IT projects, including system upgrades, software implementations, and infrastructure improvements.
  • Monitor and analyze system performance, identifying areas for improvement and implementing corrective actions.
  • Stay up-to-date with the latest industry trends and technologies, recommending and implementing innovative solutions to enhance contact center operations.
Qualifications:
  • Bachelor's degree in Information Technology, Computer Science, or a related field.
  • Proven experience as an IT Manager or similar role, including previous experience as a Systems Administrator preferably in a contact centre environment.
  • Certifications
  • Strong knowledge of IT infrastructure, including networks, servers, and telecommunications systems.
  • Excellent leadership and team management skills, with the ability to motivate and inspire a team.
  • Strong problem-solving and analytical skills, with the ability to troubleshoot and resolve technical issues.
  • Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
  • Knowledge of industry standards and best practices for IT management and data security.
  • Working knowledge of Microsoft Windows and Microsoft infrastructure software such as Exchange 2019, Office365, Azure, Linux (OpenSUSE and CentOS forks) environments.
  • Understanding of basic networking concepts.
  • Working knowledge of Server and Desktop Virtualization technologies in an enterprise.
Benefits:
  • Competitive salary and benefits package.
  • Opportunities for professional development and career growth.
  • A dynamic and supportive work environment.
  • The chance to make a significant impact on the success of our contact center

Now hiring for our Montego Bay Office:

OPERATIONS MANAGER

 

Position Overview

As Operations Manager, you will be responsible for overseeing the day-to-day operations of our BPO. This role requires a strategic thinker with strong leadership skills, the ability to manage multiple teams, and a deep understanding of contact centre metrics and performance management.

Key Responsibilities

  • Operational Leadership: Lead and manage the contact centre operations to ensure the delivery of high-quality service to our clients. This includes managing team performance, ensuring adherence to SLAs, and driving continuous improvement initiatives.
  • Team Management: Oversee a team of supervisors, and agents. Provide guidance, coaching, and development opportunities to enhance team performance and engagement.
  • Client Relations: Build and maintain strong relationships with clients, understanding their needs and ensuring their satisfaction with our services. Act as a point of escalation for client issues and work towards timely resolutions.
  • Performance Monitoring: Utilize data and analytics to monitor contact centre performance. Identify trends, areas for improvement, and implement strategies to optimize efficiency and effectiveness.
  • Resource Allocation: collaborate with the Workforce Management team to ensure adequate staffing levels and manage resource allocations to meet operational demands. This includes workforce planning, scheduling, and capacity management.
  • Quality Assurance: Implement and maintain quality assurance processes to ensure consistent delivery of high-quality service. Conduct regular audits and reviews to identify areas for improvement.
  • Budget Management: Develop and manage the operational budget, ensuring cost-effective use of resources while maintaining service quality and efficiency.
  • Compliance: Ensure adherence to company policies, industry regulations, and best practices. Implement and enforce compliance measures to mitigate risks and maintain operational integrity.

Qualifications and Experience

  • Bachelor’s degree in business administration, Management, or equivalent.
  • Minimum of 5 years of experience in contact centre operations, with at least 2 years in a similar management role.
  • Proven track record of managing large-scale contact centre operations, preferably in a BPO environment.
  • Strong leadership and people management skills, with the ability to inspire and motivate teams to achieve high performance.
  • Excellent communication and interpersonal skills, with the ability to build and maintain relationships with clients and stakeholders.
  • Proficient in using contact centre technology and tools, including workforce management systems, CRM software, and performance analytics platforms.
  • Strong analytical and problem-solving skills, with the ability to use data to drive decision-making and process improvements.
  • Knowledge of industry regulations and best practices, with a commitment to compliance and operational excellence.

What We Offer

  • Competitive salary and performance-based incentives
  • Comprehensive benefits package, including health, dental, and vision insurance
  • Opportunities for professional growth and development
  • A collaborative and inclusive work environment
  • The chance to work with a dynamic and innovative team

 

Application deadline: November 15, 2024

Ref: IT and Ops Manager
Apply Now

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