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/absenteeismAttrition 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.