Operations Manager

Job Description:

The Operations Manager oversees the daily performance of call center supervisors and their respective teams. This includes the analysis and review of the day-to-day operations, budget management, team development, and client satisfaction.

Overall Responsibilities:
-Lead, manage and develop supervisors through interactions and motivation.
-Foster a culture of team spirit and hospitality.
-Highly visible and accessible to the team via floor presence.
-Perform supervisor duties as required.
-Take care of administrative supervisor related functions.
-Effectively manage attendance/absenteeism
-Attrition risk management (alert, communicate and mitigate any potential risk).
-Manage and deliver operational results in accordance with service delivery scorecard.
-Recognize and advance Talent.
-Drive the selection process for team members.
-Own the end-to-end employee lifecycle for those assigned.
-Drive process improvement by recognizing, communicating, and acting on opportunities.