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Operations Manager


Operations Manager

Operations Manager

Hexaware BPS
Atlanta, GA

Job details

Job Type

- Full-time

Operations Manager:

As an Operations Manager, you will directly supervise the project team to ensure positive morale and effective daily operations. You will serve our local and national customers through the development and implementation of best operational methods and procedures. You will also be making suggestions for system and process improvement using your knowledge of daily and ground operations.

Job Responsibilities:

· Establish a high standard for productivity, quality, customer service as well as define user guidelines policies and procedures over and above customer requirements.

· Oversees the training and coaching of the customer service staff in standard policies, procedures, and best practices relating to their specific duties. Must have solid understanding of various state and federal regulatory and compliance requirements related to call center operations (i.e. PCI, PIFI, HIPAA)

· Manage and improve business through performance monitoring, problem resolution, system audits and quality assurance measures. Ensures metrics for operational activities are aligned to customer requirements.

· Summarize, collect and analyze trends and data for regular performance reports from operations as a whole down to individual agent level.

· Manage the team’s daily workload to ensure required service volume and quality levels.

· Oversee system maintenance and upgrade implementation. Call for repairs and troubleshooting as needed.

· Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects.

· Aid human resources department in recruitment process by interviewing potential hires and outlining clear job expectations.

· Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments.

Skills and Qualifications:

· Bachelor’s Degree

· 5+ years of managerial experience

· 3+ years of call center experience preferred

· Experience with call center platform Twilio or similar a plus

· In-depth understanding of service logistics principles and customer service practices.

· Must have efficient time management skills to handle multiple project deliverables with tight deadlines

· Strong coaching and leadership skills, ability to motivate employees

· Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills

· Proficiency with Microsoft Office suite, particularly with Microsoft Excel. Adept at understanding and articulating new technologies and processes

· Salary commensurate on experience

Benefits:

· 401(k)

· Dental Insurance

· Disability Insurance

· Employee Assistance Program

· Health Insurance

· Life Insurance

· Paid Time Off

· Vision Insurance

Supplemental Pay:

· Bonus Pay

Job Type: Full-time

Salary: $60.00 - $90.00 per hour

Schedule:

  • Monday to Friday
  • Weekend availability

Application Question(s):

  • Have you managed Large scale multi sites Contact centre operations program? Total number of agents direct/indirect?

Experience:

  • BPO/Call Centre Operations: 5 years (Preferred)

Work Location: Multiple Locations


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Hiring for this role


• Mobile: NA

• Location: NA

• Post ID: 21892885


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