Operations Manager (Call Centre) at Hamilton Lloyd and Associates

Duration: 3 Months

Job Description

• Recruit, select, train, assign, schedule, coach, counsel and discipline employees.
• Communicate job expectations; planning, monitoring, appraising and reviewing job contributions
• Contribute operations information and recommendations to strategic plans and reviews; prepare and complete action plans;
• Design of call monitoring formats and quality standards.
• Implement production, productivity, quality and customer-service standards; resolve problems; complete audits; identify trends
• Analyse process workflow, employee and space requirements and equipment layout; implement changes
• Responsible for all agents and supervisors and other staff, with review/approval responsibility for all operations employees
• Run a safe, injury/accident free workplace
• Manage relationships with key operations vendors
• In charge of quality assurance
• Serve as primary point of contact when there are customer issues related to calls, customer service,
• Devise continuous ways of improving the customer experience, including resolving problems and complaints
• Work on the back-end mapping.
• Work closely with the management team to set and/or implement policies, procedures and systems and to follow through with implementation.

Requirements

• A minimum of first degree, a master degree will be an advantage
• Ability to design and operate call-in business
• Minimum of 5yrs experience
• Strong interpersonal and leadership skills
• Previous working experience in similar role