Operations Manager
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About the Role
Our Client is We are looking for a professional and results-driven Operations Manager to join our English Call Center team asap.
Key Skills for This Role
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Job Summary
Our Client is We are looking for a professional and results-driven Operations Manager to join our English Call Center team asap.
Job Requirements
- English level: B2 or higher
- Previous experience in the call center field (preferred)
- Strong leadership and team management skills
- Ability to monitor performance, improve KPIs, and ensure high service quality
Key Responsibilities
Performance Management: Monitor, analyze, and report on key performance indicators (KPIs) like customer satisfaction (CSAT) and service levels.
Team Leadership: Hire, train, coach, and motivate agents to achieve team goals, including handling escalated customer complaints.
Operational Optimization: Develop and implement procedures to improve efficiency and maintain high service standards.
System & Technology Management: Ensure CRM, telephony, and workforce management systems operate efficiently.
Budgeting: Manage operational costs, staffing schedules, and budget allocations.
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