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Operations Leader/Head

Operations Leader/Head

Operations Leader/Head

Simplex info systems Inc,
Atlanta, GA


Bachelor's (Preferred)

Job details

Job Type

- Full-time

This role is responsible for the management and development of supervisors and all other operational management associated with day-to-day call centre operations. Operations Management is responsible for the development and implementation of all operational strategy the ensures that performance, culture and overarching call centre controls and processes are aligned with corporate and client objectives. This role works closely with corporate leadership and requires a high degree of initiative, sound judgment and leadership.

  • Assist with implementation of strategic sales plans, ensuring they are in alignment with corporate objectives
  • Manage metrics, performance criteria, policies and procedures to continuously improve call centre productivity
  • Directs sales forecasting activities and sets performance goals and objectives accordingly
  • Review and provide guidelines and best practices for maintaining competitive edge
  • Develop and maintain strategy on ensuring customer satisfaction on all sales transactions
  • Analyse and respond to changing market conditions, to include competitive benchmarking
  • Analyse trends which includes producing statistical reports on individual performance and sales trends
  • Provide team motivation and development to maximize sales opportunities
  • Responsible for the overall performance and productivity of Supervisors
  • Responsible for weekly payroll review and submission to ensure correct entries

Required Qualifications

  • 10 - 15 years of contact centre industry experience
  • 8-10 years performing as a Sr. Contact centre lead managing a large-scale contact centre program with over 1,000 agents of a multi-site operations
  • Comprehensive knowledge of multi-channel contact centre operations, continuous improvement concepts, procedures, processes, best practices, and industry trends.
  • Should have managed multiple processes and ensured delivery within timelines
  • Demonstrated ability to understand staffing, process efficiencies, and goal achievement while managing contact center cost
  • Proven demonstration of ability to work with diverse team members and manage multiple and competing priorities
  • Should have experience managing Gross Margins as per company objective, improve profitability and control costs
  • Handle all SOW and contract related discussions and Service delivery of the processes in the specific timelines
  • Ensure governance mechanism adherence, transitions /migrations wherever required
  • Responsible for complying with all QMS and ISMS Policies and procedures
  • Project Management Professional® (PMP) certification will be an added advantage

Job Type: Full-time

Pay: $70,000.00 - $80,000.00 per year


  • 8 hour shift


  • Bachelor's (Preferred)

Work Location: Multiple Locations

Hiring Insights

Hiring for this role

• Mobile: NA

• Location: NA

• Post ID: 21892928

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