Description

Operations Managers are in charge of overseeing operational activities at all levels of an organization. Their responsibilities include recruiting and teaching staff, as well as able to manage quality assurance programs. An operations manager also plans process improvements to ensure that everyone's tasks are completed on time.

Qualifications

- Must have 6 years and up experience as an operations manager
- Must have BPO experience
- Experience in handling a team minimum of 20 FTEs
- Skilled in managing real time agent monitoring and working in a fast pace environment
- Experience in managing staff adherence to policy
- Experience in developing and providing detailed reporting on staff activity, including areas for improvement
- Amenable to work on a shifting schedules
- Performs supervisory functions that include mentoring and motivating the agents as well as addresses any attendance or scheduling challenges
- Prepares and delivers informal and formal counselling on job performance, behaviour and quality issues.