Operations Manager
Core
Oversee day-to-day performance of Call Center operations, driving results through performance management, continuous improvement, and leadership development.
Role type
Operations Manager (Call Center)
Builds
Call center service delivery for clients
Domain
Customer Service / Contact Center Operations
Deliverable
dashboards & analysis
Required skills
Call center operations management, performance management, leadership development, continuous improvement, change management, client relationship management, compliance management, data analysis, reporting tools proficiency
Responsibilities
Monitor KPIs and execute improvement strategies, coach and mentor Team Managers, deliver performance reports to leadership, maintain compliance with regulations, serve as main point of contact for key clients
Seniority
Mid-Senior, hands-on IC