Manager Operations, Contact Center # of position: Shift time: US shift
Oversee the day-to-day operations of the Support Team
Provide direct supervision of the support staff which may include recruitment, evaluations, and disciplinary actions
Strong leadership and people management skills, with the ability to motivate and inspire a team of support analysts to achieve goals and deliver exceptional customer service.
Act as a mentor and provide oversight, coaching, and training to support team.
Proven experience in managing support operations, including developing and implementing support strategies, policies, and procedures.
Strong customer service orientation with a dedication to delivering an outstanding support experience.
Proficiency in using support tools and systems to manage and track customer issues.
Manager International BPO / KPO / Call Center Operations
Excellent organizational and time management skills to prioritize tasks and meet deadlines.
Familiarity with software and hardware technologies, systems, and networks.
On-board all new technical support team members and functional training.
Create and supervise team KPI, SLA, and Quality standards.
Preparing support team performance Analytics, measurable matrix, quality, and reporting.
Bachelor’s degree in computer science or equivalent
~ Proven Experience as an Operations Manager (preferably at Contact Center)
~5 to 10 years of experience in operations management or a related area.
~ Highly driven with enthusiasm to support a team to meet high targets and to keep calm under demanding pressure
~ Using initiative can recognize when performance based incentives need to be added
~ Develop training programs (in collaboration with offshore team) to enhance the team's skills and knowledge.
~ Improve customer satisfaction metric, through stable transparent service
~ Work closely with the Quality Team:
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