Operations Manager

Full time Itelbpo Smart Solutions in Contact Center
  • Vieux Fort, Saint Lucia, Vieux Fort, Saint Lucia View on Map
  • Post Date : February 7, 2021
  • Apply Before : April 8, 2021
  • View(s) 245
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Job Detail

  • Career Level Management

Job Description

This is a very exciting opportunity for an experienced Operations Manager to join an award winning organisation in a period of sustained and impressive growth. The role is vital to achieving the strategic objective of ensuring optimal operational performance and delivering best in class customer experience.
Key Accountabilities:
  • Lead and motivate a multi-disciplinary team of 80 – 120 people that deliver all aspects of customer operations including customer service, billing, credit control, sales and technical support
  • The successful candidate will have an exceptional background in leading a complex Contact Centre Operation as well as overlooking a home working operational model. This is an exceptional opportunity for a passionate leader to add immediate value.
  • Some experience, recent or historically of the development and implementation of home working, or remote working teams, or a split of home, office working will be advantageous.
  • Oversee coaching and development of Customer Care Operation with the support of team managers, to deliver world class experience to customers
  • Analysing trends within the organisation and functions, in relation to service drivers and upheld ratios
  • Manage, lead and support the Team Leaders
  • Driving change within the function to continually innovate processes to improve service handling efficiency
  • Adhere to processes/procedures to ensure that compliance activities are fully and accurately documented as required.
  • Review daily service levels, customer experience, quality and compliance measures
  • Contact Centre Operational leadership background is first and foremost
  • Managing a home based operational model
  • Inspiration leadership and management skills will ensure your teams thrive and grow with you.
  • Exceptional planning and stakeholder management abilities.
  • Accountable for the delivery of an industry-leading operational and transactional customer experience across all service channels, maximising customer satisfaction (NPS) and agent resolution scores leading to high levels of customer satisfaction.
  • Ensuring compliance with all regulatory requirements. This includes the delivery of an effective and timely resolution of client complaints and escalations
  • Maintenance of a strong working relationship with the client
  • Working closely with the other sites on strategic initiatives.
Salary: competitive, depending on skills and experience + bonus
Permanent | Full-Time Hours with flexible working patterns available | 40 hours per week

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