Operations Manager

hace 2 semanas

San Francisco, Heredia, Costa Rica Support Services Group A tiempo completo

As the Operations Manager, you will be responsible for overseeing the day-to-day operations of the program, ensuring smooth and efficient functioning to meet the client's customer service objectives. You will lead a team of customer service representatives, monitor performance metrics, implement process improvements, and promote a positive work environment.

Key Responsibilities:

  • Team Leadership: Lead and motivate a team of customer service representatives to achieve performance targets and deliver high-quality service to the client's customers.
  • Performance Management: Monitor key performance indicators (KPIs) such as call resolution times, customer satisfaction scores, and first call resolution rates. Identify areas for improvement and implement strategies to optimize performance.
  • Process Improvement: Continuously assess and refine processes to enhance efficiency, productivity, and customer satisfaction. Implement best practices and innovative solutions to streamline operations.
  • Training and Development: Provide ongoing training and coaching to team members to enhance their skills and knowledge. Foster a culture of learning and development within the team.
  • Reporting and Analysis: Generate regular reports on performance and trends. Analyze data to identify insights, trends, and opportunities for improvement. Present findings to senior management and recommend actionable strategies.
  • Customer Experience Enhancement: Collaborate with client representatives to understand their requirements and expectations. Implement initiatives to enhance the customer experience and strengthen the client's brand.
  • Conflict Resolution: Handle escalated customer issues and complaints in a timely and professional manner. Resolve conflicts within the team and promote a positive work environment.
  • Budget Management: Understand the programme's financial needs, including resource allocation, cost control, and expense monitoring.
  • Compliance: Ensure compliance with relevant regulations, policies, and procedures, including data privacy and security standards.

Qualifications:

  • Proven experience in operations management, or other leadership roles in the call center environment.
  • Strong leadership skills with the ability to inspire and motivate teams.
  • Excellent communication and interpersonal skills.
  • Analytical mindset with the ability to interpret data and generate insights.
  • Sound decision-making abilities and problem-solving skills.
  • Proficiency in Microsoft Office suite and call center software.
  • Knowledge of customer service principles and practices.
  • Ability to thrive in a fast-paced and dynamic environment.

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