Job Description

Responsibilities:

Operational Management:

Oversee day-to-day operations of the center, including call center, back-office, and other relevant functions.

Team Leadership:

Manage and motivate employees, providing guidance, coaching, and performance feedback.

Process Optimization:

Identify areas for improvement in workflows and processes, implementing solutions to enhance efficiency and productivity.

Quality Assurance:

Ensure adherence to quality standards and service level agreements (SLAs), monitoring performance metrics and taking corrective actions as needed.

Client Relationship Management:

Build and maintain strong relationships with existing clients, providing updates on performance.

Resource Management:

Manage resources effectively, including staffing, equipment, and technology, to optimize operational performance.

Reporting and Analysis:

Prepare regular reports on key performance indicators (KPIs), analyzing data to identify trends and areas for improvement.

Budget Management:

Contribute to the development and management of the operation's budget, ensuring cost-effectiveness.

Training and Development:

Identify training needs and support the development of team members to enhance their skills and performance.

Compliance:

Ensure compliance with relevant regulations and company policies.
Strong understanding of call center technologies, CRM systems, and other relevant tools.

Excellent leadership, communication, and interpersonal skills. Proven ability to manage teams, optimize processes, and achieve performance targets. Strong analytical and problem-solving skills. Good To Have Knowled in AI Excel, Google Sheet.
Job Type: Full-time

Pay: ?45,000.00 - ?55,000.00 per month

Language:

English (Required)
Work Location: In person