Senior Operations Manager – US Hours

The Senior Operations Manager will be responsible for overseeing the daily operations of the call centre, ensuring a high level of customer satisfaction, optimizing efficiency, and driving continuous improvement initiatives. The ideal candidate will have extensive experience in call centre management, a proven track record of leading teams, and the ability to analyze performance metrics to inform decision-making. Also, the ideal candidate must be comfortable with dealing with clients across multiple Time-Zones. ITIL Certification will be advantageous.

Key Responsibilities:

Leadership & Team Management:

• Lead, mentor, and develop a team of supervisors and agents, fostering a culture of accountability, motivation, and collaboration.
• Conduct regular performance evaluations, provide coaching and feedback, and identify training needs.

Operational Oversight:

• Oversee all call centre operations, ensuring service level agreements (SLAs) and key performance indicators (KPIs) are met or exceeded.
• Develop and implement efficient processes and procedures to enhance productivity and quality of service.

Strategic Planning:

• Collaborate with senior leadership to develop and execute the call centres strategic plan aligned with the organization’s goals.
• Identify opportunities for operational improvements and implement best practices.
• Data Analysis & Reporting:
• Monitor and analyze performance metrics, generating reports to provide insights into operational efficiency and customer satisfaction.
• Utilize data to identify trends, pinpoint issues, and recommend corrective actions.