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Operations Manager - Contact Center Operations
Location:
Montego Bay
Description:
Contax360 BPO Solutions, a leading provider of global contact center solutions and a dynamic, focused and upwardly mobile organization; seeks experienced, qualified and professional individuals to join our team. Now hiring for our Montego Bay Office: OPERATIONS MANAGER JOB OBJECTIVE The Operations Manager will be responsible for directing, managing and coordinating the work flow of staff while ensuring that all staff operate in accordance with policies and procedures of the department as well as within the organization. The Manager will also ensure that targets and SLA’s are met and improved on. KEY FUNCTIONS AND DUTIES INCLUDE: Set and monitor daily, weekly and monthly goals and develop best methods and strategies for reaching those goals. This involves generating reports and analysis of Department’s Activity - regularly reporting the department’s progress and statistics; performed each week or on a monthly basis, and often requires knowledge of statistics and data analysis. Presentation of information to Director and/or client to highlight trends or achievements. Ensure that targets are delivered through people management, performance review and reward and recognition. Responsible for teams meeting identified Key Performance Indicators (KPIs) and coach and counsel supervisors to KPI success. Hires, trains, schedules and balances work load to maximize staff productivity and meet established SLAs & KPIs. Make recommendations and collaborate with the Director of Operations (DOO) to ensure and support proper staffing to meet service levels and other KPI measurements. Compiles statistics, interprets data and takes appropriate action to support goals (KPIs) with the support of the DOO. Interacts with the DOO, vendor and client to communicate trends and customer feedback to facilitate resolution. Perform other related duties and assignments as required. REQUIRED QUALIFICATIONS AND EXPERIENCE: Associate Degree or higher (preferred) 3-5 years Call Center (BPO) Management experience. Strong experience in Sales and Customer Service. REQUIRED COMPETENCIES: Strong mentoring and relationship-building skills with the ability to effectively manage group and interpersonal conflict situations. Demonstrated proficiency in Microsoft Office applications. Strong negotiation, interpersonal, written and oral communication skills. Exceptional ability to develop and manage results-oriented programs. Strong analytical, interpersonal and problem-solving skills. Excellent time management. Ability to plan and coordinate activities effectively and demonstrate tact, confidentiality and professionalism in the execution of duties. All applicants must have a valid Government issued photo ID, NIS & TRN.Successful candidates must be able to furnish a police record and pass an employment background check. Please read carefully before signing. Contax360 BPO Solutions is an equal opportunity employer. Contax360 BPO Solutions does not discriminate in employment on account of race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service.I understand that neither the completion of this application nor any other part of my consideration for employment establishes any obligation for Contax360 BPO Solutions to hire me. If I am hired, I understand that either Contax360 BPO Solutions or I can terminate my employment at any time and for any reason, with or without cause and without prior notice. I understand that no representative of Contax360 BPO Solutions has the authority to make any assurance to the contrary.I attest with my signature below that I have given to Contax360 BPO Solutions true and complete information on this application. No requested information has been concealed. I authorize Contax360 BPO Solutions to contact references provided for employment reference checks. If any information I have provided is untrue, or if I have concealed material information, I understand that this will constitute cause for the denial of employment or immediate dismissal. I understand that if I am not hired within 30 days of this application, it will be null and void and will need to reapply. ELECTRONIC SIGNATURE NOTICE AND CONSENT This notice is intended to provide you with important information required by the Electronic Signatures in Global and National Commerce Act (E‐Sign Act).Consent: By entering your name, you consent to submit your employment application and all related forms, documents and information electronically. You further consent to conduct any matters related to the recruiting, application, background check and/or onboarding process electronically. Typing your name in the textbox under or on a form, entering your login password, and clicking on "Submit", will constitute your electronic signature.Right to Withdraw Your Consent: You have the right to withdraw your consent to receive disclosures and submit information electronically. If you choose to withdraw your consent, the application process will be terminated. You may withdraw your consent by contacting the Company, and typing in "Withdraw" in the textboxes for the Certification and Background Disclosure pages.Paper Copies of Electronic Records: If you wish to obtain a copy of your application, you may proceed with printing.Updating contact information: It is your responsibility to update the Company regarding any changes to your e‐mail address or other contact information.Powered by JazzHR
Company:
Contax360 BPO Solutions
Posted:
February 23 on The Resumator
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