Operations Manager

The Operations Manager will assist in establishing call center objectives, create protocols, provide representatives with opportunities to expand their knowledge of services, products and troubleshooting techniques, analyze call center data, focus on improving performance and generate top notch leads. 

WHAT WE ARE LOOKING FOR 

• S/he Should be well versed with the processes of operating a call center, especially in an outbound one
• S/he Should have comprehensive knowledge of hiring, coaching, handling attrition, roster planning, CSAT, SLA, etc. 
• Able to handle escalations of difficult calls and diffuse tense situations
• Able to prepare reports with ease, analyze call center data to improve processes, ensure that resources are allocated properly and maximize efficiency
• Develop and implement operational strategies to meet organizational objectives
• Establish and maintain effective relationships with external vendors and stakeholders.
• Oversee the daily operations of the organization.
• Develop and implement policies, procedures, and quality standards.

Note:
Work time: Shift starts from 6 a.m.