Manager Operations

As a Call Center Manager, you will play a crucial role in overseeing the day-to-day operations of the call center to ensure the team meets performance targets and delivers exceptional service to customers. Your responsibilities will include: - Managing a large team in the call center environment, including directly supervising Team Leaders. - Developing objectives for daily activities of the call center. - Conducting effective resource planning to optimize productivity of resources such as people and technology. - Collecting and analyzing call center statistics including sales rates, costs, and customer service metrics. - Taking ownership of budgeting and tracking expenses to ensure financial targets are met. - Hiring, coaching, and providing training to staff to uphold high customer service standards. - Monitoring and enhancing efficiencies, telephone handling, and operational procedures. - Evaluating performance using key metrics to drive continuous improvement. - Generating reports for various departments and senior management. - Participating in monthly and quarterly business reviews to provide insights and recommendations for enhancing call center operations. Feel free to omit this section if not present in the JD: Additionally, you will have the opportunity to be part of a company that values transparency, collaboration, and innovation in all aspects of its operations.,