Senior Operations Manager - US Hours

The Senior Operations Manager will be responsible for overseeing the daily operations of the call centre, ensuring a high level of customer satisfaction, optimizing efficiency, and driving continuous improvement initiatives. The ideal candidate will have extensive experience in call centre management, a proven track record of leading teams, and the ability to analyze performance metrics to inform decision-making. Also, the ideal candidate must be comfortable with dealing with clients across multiple Time-Zones. ITIL Certification will be advantageous.

Key Responsibilities:

1. Leadership & Team Management:
   1. Lead, mentor, and develop a team of supervisors and agents, fostering a culture of accountability, motivation, and collaboration.
   2. Conduct regular performance evaluations, provide coaching and feedback, and identify training needs.
2. Operational Oversight:
   1. Oversee all call centre operations, ensuring service level agreements (SLAs) and key performance indicators (KPIs) are met or exceeded.
   2. Develop and implement efficient processes and procedures to enhance productivity and quality of service.
3. Strategic Planning:
   1. Collaborate with senior leadership to develop and execute the call centre's strategic plan aligned with the organization's goals.
   2. Identify opportunities for operational improvements and implement best practices.
4. Data Analysis & Reporting:
   1. Monitor and analyze performance metrics, generating reports to provide insights into operational efficiency and customer satisfaction.
   2. Utilize data to identify trends, pinpoint issues, and recommend corrective actions.