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

 

Job Application Disclaimer

Notice to All Job Applicants

Please be advised that by submitting your application, you agree to the following conditions:

• Consent to Contact: You consent to our company retaining your application and personal information for a period of 12 months following your application submission.
• Future Opportunities: You acknowledge that we may contact you regarding other job opportunities within our organization that align with your skills and experience, even if they are different from the position you initially applied for.
• Privacy Assurance: All personal information collected during the application process will be treated with the utmost confidentiality and will only be used for recruitment purposes.
• Opt-Out Option: If you do not wish to be considered for future job opportunities or want your personal information removed from our database, you may opt-out by sending an email to our Human Resources Department with the subject line "Opt-Out: Job Application".

We are committed to providing equal opportunities for all applicants and ensuring a fair recruitment process. Should you have any questions or concerns regarding this disclaimer or your application, please do not hesitate to contact our Human Resources Department.

Thank you once again for considering our company as a potential employer. We wish you the best of luck in your job search.