Senior Operations Manager

7 days ago

Islamabad, Islamabad, Pakistan beBeeOperations Full time
Job Title: Senior Operations ManagerJob Description:

We are seeking a highly skilled and experienced Senior Operations Manager to join our team. As a key member of our organization, you will be responsible for the development, coordination, and management of campaigns and customer relationship functions among clients.

You will serve as a Subject Matter Expert regarding all inquiries and coordinate with team coaches to ensure that all process updates are effectively understood and communicated to their respective teams.

The ideal candidate will have a strong background in operations management, excellent analytical skills, and the ability to work effectively in a fast-paced environment.

You will participate in the recruitment process and manage the Customer Service (Contact Center) team. Your primary responsibility will be to implement policies and procedures relating to appropriate Contact Center quality control systems.

In this role, you will ensure and maintain a proper discipline and work environment relating to company code of business conduct. You will also promote professionalism in the contact centre environment and ensure that highest level of quality customer care is delivered based on pre-defined quality benchmarks.

Your responsibilities will include coordinating with WFM/Tech and relevant teams in the time of system issues/outages and working to resolve the issue. You will also share relevant reports with Supervisors and address concerns of agents relating to matters of adherence, attendance, performance, and issues with relevant departments.

The successful candidate will have excellent written/verbal English communication skills, excellent management and leadership skills, coaching skills, and the ability to handle day-to-day client deliverables smoothly.

Key Performance Indicators (KPIs) for this role include meeting sales targets, improving quality, minimizing errors, and tracking operative performance.

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