Operations Manager

3 days ago

Islamabad, Islamabad, Pakistan beBeeLeadership Full time 1,200,000 - 1,500,000
Operations Management Role

The Operations Team Lead plays a crucial part in overseeing a team of professionals, ensuring they meet targets and adhere to established company policies.

This team typically consists of 15-20 members, requiring effective leadership and mentorship to drive performance.

Key Responsibilities
  • Manage the performance and behavior of team members through regular meetings, coaching, and constructive feedback.
  • Develop and implement performance goals, monitor progress, and evaluate against set criteria.
  • Analyze performance metrics to identify areas for improvement and drive results-oriented solutions.
  • Educate team members on performance expectations and their impact on customer satisfaction.
  • Collaborate with workforce management to execute daily staffing plans, identify volume changes, and adjust schedules accordingly.
  • Oversee scheduling, monitor adherence, and address attendance and time-off planning.
  • Participate in process improvement initiatives, conduct seller interaction audits, and provide coaching to enhance performance.
  • Maintain a professional demeanor, handle sensitive issues effectively, and represent the organization in a positive light.
  • Demonstrate exceptional time-management skills, work independently, and utilize departmental resources efficiently.
  • Foster collaboration with other departments as required to resolve operational challenges.
Requirements
  • A minimum of 2 years supervisory experience in a customer service environment, preferably within a contact center.
  • Strong interpersonal and communication skills, enabling effective communication across diverse groups.
  • Ability to analyze data, drive decision-making, and achieve results-driven outcomes.

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