Senior Operations Manager - Contact Centre

The incumbent’s core duties will include management and leadership of processes for the continuous improvement of the customer experience. Tactical emphasis is on customer care, quality management, workforce, planning, coaching and training.

Contax360 BPO Solutions, a leading provider of global contact center solutions and a dynamic, focused and upwardly mobile organization; seeks experienced, qualified and professional individuals to join our team.                    

Now hiring for our Montego Bay Office: 

SENIOR OPERATIONS MANAGER 

KEY FUNCTIONS AND DUTIES:

• Provide strong dynamic leadership that mentors, develops and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients.
• Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance.
• Develop and maintain effective organization of responsibility, including efficient training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision.
• Coordinate analytical, strategic and technical resources to meet client expectations and ensure satisfaction.
• Manage and expand client and coworker relationships.
• Maintains and improves call center operations by monitoring systems performance; identifying and resolving problems; preparing and completing action plans and analyses; managing system and process improvement.
• Coordinate activities across the network as they relate to Policy, Process and Procedural adherence to ensure consistency and standards are met
• Evaluate and/or manage new initiatives and business opportunities from current and prospective customers if asked by senior management
• Ensure alignment of site resources and activities are mapped on a project schedule; appropriately managed per the defined timelines and within budget constraints.

REQUIRED QUALIFICATIONS AND EXPERIENCE:

• Bachelor of Science degree or higher
• Minimum of 5 years of Call Center Management experience (at the Senior level)
• Combination of Inbound and External Call Center experience preferred.

REQUIRED COMPETENCIES:

• Strong mentoring and relationship building skills with the ability to effectively manage group and interpersonal conflict situations.
• Demonstrated proficiency in Microsoft Office applications.
• Strong negotiation, interpersonal, written and oral communication skills.
• Exceptional ability to develop and manage results-oriented programs.
• Ability to think critically and analytically.
• Ability to strategize in an unorthodox but acceptable and approximate manner.

All applicants must have a valid Government issued photo ID, NIS & TRN.
Successful candidates must be able to furnish a police record and pass an employment background check.

 Interested candidates should apply by October 27, 2023.