The Operations Manager is a senior role which involves overseeing the provision of services, taking immediate decisions on the contact center operation floor in order to drive the KPI´s. The position also contributes to the development and implementation of organizational strategies, policies and practices.
The Operations Manager coordinates a group of Team Leaders, being responsible for their motivation, training and development. It’s an operations manager’s job to make sure the organization is running as well as it possibly can, with a smooth efficient service that meets the expectations and needs of customers and clients. By managing day-to-day activities, analyzing statistics and reading and writing reports, operations managers play a vital role in any company.
He/she reports to the Contact Center Manager and interacts with the corporate client to report the team’s results.
Manage a team of Supervisors (Team Leaders), monitor their performance, work on their development and provide them with training and support;
Analyze and report main results and KPIs to the Contact Center Manager and to the client;
Identify potential risks and opportunities of improvement;
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