Operations Manager

Role Definition & Requirement:

We owe our success to the efficiency of organizational processes. To help maintain and grow this standard, were seeking an experienced professional to oversee day-to-day operations of the Contact Centre. Candidates would be expected to liaise with the Team Leaders and the Contact Centre Manager regarding performance management information, and they would usually be the link with the IT department or technology suppliers. Candidates for this position should have previous hands-on experience working with industry-standard tools, processes, and technology.

Primary Functions/Responsibilities:

A Manager/Sr. Manager - Operations typically has a wide range of responsibilities, which can include:

• Strategize operational excellence initiatives to enhance overall quality and efficiency for DemandX's business processes
• Set operational objectives, metrics, and targets. Plan and allocate resources effectively amongst different campaigns.
• Develop and manage weekly & monthly operational plans, identifying key actions required to meet business objectives.
• Ensure compliance & quality standards goals are met.
• Lead and manage the contact center operations team.
• Set performance goals and monitor performance metrics.
• Provide regular feedback and coaching to team members.
• Implement training programs to enhance sales skills and customer interaction quality.
• Address performance issues and provide necessary support for improvement.
• Identify opportunities to streamline and optimize contact center processes.
• Implement performance management systems and tools.
• Analyze data and metrics to identify areas for improvement. Implement process enhancements and automation. Drive a culture of continuous improvement.
• Attend regular meetings with the quality, training, and service delivery departments to discuss operational performance, challenges, and improvement opportunities.
• Collaborate with the quality department to align quality initiatives with operational goals and performance metrics.
• Work closely with the Quality & Training department to incorporate operational requirements into training programs and ensure consistent skill development.
• Coordinate with the service delivery department to align operational processes with service level agreements and customer expectations.
• Gain knowledge of different Six Sigma methodologies, such as DMAIC (Define, Measure, Analyze, Improve, Control) and Lean Six Sigma.
• Identify opportunities for process improvement and performance enhancement within the contact center operations.
• Apply Six Sigma principles and tools to analyze data, identify root causes of issues, and implement improvement initiatives.
• Collaborate with relevant stakeholders, including quality department, training department, and service delivery department, to implement Six Sigma projects.
• Monitor the progress and success of Six Sigma initiatives, ensuring sustainable improvements in team performance.
• Maintain workforce alignment with business needs, ensuring optimal performance through motivational leadership.
• Develop and implement agent retention strategies. Assess and address factors impacting agent retention. Collaborate with HR and stakeholders for retention initiatives. Monitor agent satisfaction and engagement levels. Provide coaching and support to supervisors.

Minimum skills & knowledge:

• Bachelor's degree in business or a related field.
• Six Sigma Certified - Black Belt Preferred. In-depth understanding of Six Sigma methodologies, principles, and tools.
• 03 years' experience as a Manager, working for an international contact center (US Voice Sales Campaign) role that is review - based, deadline driven, and outcome-oriented including a solid understanding of the data collection, processing, legal support, and document review processes.
• Proven track record of managing and motivating teams to meet and exceed performance goals
• Fluent in both Spoken and Written English
• Manage, drive, and implement department initiatives around planning, documentation, procedures and Continuous Improvement, and ensure compliance with policies, procedures and work instructions.
• Should be familiar with Google suite and/or MS Office
• Knowledge of contact center operations and sales campaign requirements.
• People management, Critical thinking & Self Motivated
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
• Experience in managing vendors and working with service level agreements
• Ability to work in a fast-paced environment and manage multiple priorities
• Strong attention to detail and the ability to identify gaps and areas of improvement
• Strong leadership skills, with the ability to inspire and motivate team members to achieve their best
• Strong coaching and leadership skills, ability to motivate employees.
• Excellent understanding of technology, software applications, and phone and computer systems
• Positive and able to drive the team to achieve targeted Service Levels