Operations Manager (Contact Centre)

Job Description & Requirements:

1. Responsible for day-to-day operations, training, and management of teams to achieve targeted Service Levels.
2. Conducts regular transaction monitoring and liaises with the Quality team to review calls for the purposes of quality assurance, coaching, and training.
3. Ensures that follow-up actions are in place to address any gaps in staff competency and weaknesses.
4. In charge of delegating workflow to Team Leaders and ensuring operational needs are forecasted and addressed adequately.
5. Generates daily, weekly, and monthly Operational Health reports to the Head of Operations.
6. Responsible for planning, forecasting, implementing, and monitoring assigned campaigns.
7. Ensures all standards and procedures are followed and maintained.
8. Liaises with clients whenever necessary to align campaign-related issues.
9. Collates and sends monthly campaign performance reports to clients and Agape management.
10. Collates and presents relevant weekly operational health data to the Head of Operations and provides suggestions to address operational gaps as well as forecasted load.
11. Responsible for approving annual leaves of respective CSOs and Team Leaders.
12. Prepares and conducts daily huddles to cascade timely information to all CSOs.
13. Attends ad-hoc Train the Trainer sessions whenever new campaigns are onboarded and must be able to transfer relevant information to CSOs via product training sessions.
14. Other ad hoc duties as assigned.

Requirements:

1. Min. Degree holder with at least 2 years of relevant experience.
2. At least 2 years of proven experience in people management, customer relationship management, and project management.
3. Ability to effectively communicate and engage with senior leadership, peers, staff, customers, and other stakeholders.
4. Good knowledge of Contact Centre Management tools and technology.