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Operations Manager
IBEX Global
- St. Ann
- Negotiable
- Permanent full-time
- Updated 31/10/2024
- HR
The Operations Manager leads, guides, and directs the daily operational and client performance of a group of Team Supervisors who have responsibility for group of customer contact center employees who are responsible for meeting and exceeding client expectations.
Responsibilities
- Serve as a primary point of contact and liaison to internal functional departments
- Provide strategies that will help improve our sales campaigns
- Track all issues and put action plans in place to improve growth and revenue
- Establish and maintain a positive working relationship with all colleagues and customers
- Effectively handle client escalations
- Optimize all aspects of our programs to enhance productivity and create new growth opportunities
- Seek improvements in operational effectiveness to benefit both ibex digital and its clients
- Manage multiple key projects
- Communicate and work with cross-functional teams on client strategy/objectives to ensure project implementation and success
- Facilitate information sharing and drive mutual accountability
- Assist in the creation of client presentations
- Provide meeting summaries with outlined action items/next steps
Qualifications
- College degree or equivalent combinations of education or related experience
- 3 or more years’ previous supervisory/management experience; BPO Sales experience strongly preferred
- Strong knowledge of customer contact center operations and internal computer/operating systems.
- Proficiency in MS Word & Excel with an emphasis on creation, design & maintenance of spreadsheets.
- Demonstrated strong interpersonal and relationship building skills, leadership skills, strong verbal and written English communication skills.
- Teamwork oriented with ability to relate to all levels of employees and clients and to manage a large number of employees in a fast-paced, dynamic environment.
- Good reasoning abilities/analytical skills, and sound judgment with ability to made decisions within scope of authority.
- Deadline-oriented, time management skills, resourceful and well organized excels under pressure.
Ref: Operations Manager
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