Call Center Operations Manager
|
||||||||||||||||||
|
الوصف الوظيفي utilization of the allocated resources. • To ensure the development and maintenance of Standard Operating Procedures (SOP) and other documentation to ensure uniformity across teams and processes. • Responsible for process deliverables as per agreed SLA’s and quality. • Performance Management. • Ensure timely appraisals of the operations team. • Ensure that attrition is managed in the business and the right people with the right skills are recruited into roles. • Handle escalations - internal from within the organization and external from clients. • Liaison with various departments within the organization. • Take the lead in implementing new systems and processes. • Suggest areas of improvement to the client. • Address any people management issues on the operations floor. • Plan shift management and floor planning. • To ensure seamless handover of the shifts by reviewing the Shift Handover process and suggest any improvements. • Conducting Manager’s review sessions periodically and identify the areas of concern and suggest improvement plan for the same. • Present the weekly / monthly process wise performance to senior management & to clients. • Facilitate to meet contractual obligations and client expectations. • Ensure all contingency plans are in place. • To maintain a perfect work flow of the profit center, preparing strategies for implementing effective concept of operation, better productivity and profitability. • Operational planning and change co-ordination for all expansion initiatives. • Monitor employee satisfaction and act to ensure that this remains high. • Manage staff on a daily basis, distribute work, assign account responsibilities, ensure appropriate staff levels, and provide necessary training. • To ensure performance levels of Team Managers and Process Executives meet the service level agreements. • Monitor core departmental deliverables of cash and asset reconciliations for completion within established deadlines. • Exceptions are reviewed, researched and resolved for all accounts per established tolerance levels. • Work with the team to complete long-range projects designed to improve workflows, streamline processes, lower error rates, increase client satisfaction, etc. • Participate in cross-departmental initiatives formulated to create or improve existing functionality and processes. • Consistently evaluate and update documented procedures to ensure they are complete, accurate and current. • Drive performance & cost-efficient process initiatives. المهارات • English Language skills • MS Office operating and typing skills • Probing skills • Analytical skills • Influencing skills • Interpersonal skills • Leadership qualities • Problem Solving skills • Mentoring skills • Decision making skills تفاصيل الوظيفة https://www.bayt.com/ar/saudi-arabia/jobs/call-center-operations-manager-4433968/ |
||||||||||||||||||
Printable Page 
Report Advertisement