Operations Manager

Operations Center Manager:

• Serves customers by planning and implementing operation center strategies and operations; improving systems and processes; managing operation center staff.
• Required to lead the development, set up and operational management of the nearshore operations where initially the low level definition and set up of efficient operational capacity will be the primary objective then to manage operational management and ongoing refinement of the nearshore organizational development when the customer acquisition phase is underway.
• This person will be the day to day responsible for the nearshore operations, responsible for the efficient operations and management to contractual SLAs to meet highest level of customer expectations and satisfaction.

Responsibilities:

• Determines operation center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies and operation center staff.
• Maintains and improves call center operations by monitoring performance; identifying and resolving issue and problems; preparing and completing action plans.
• Accomplishes operation center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees.
• Develop objectives for the operation center’s day-to-day activities (customer satisfaction, Tickets SLA, Operations KPI etc.).
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Evaluate performance with key metrics (accuracy, call-waiting time, SLA etc.)
• Prepare operations reports for different departments or upper management
• Maintains professional and technical knowledge by tracking emerging trends in operation center operations management; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices.