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