Senior Customer Service Operations Manager

We are seeking a highly skilled and experienced Call Center Office Manager to lead our call center team. The ideal candidate will have a proven track record of success in managing call center operations, supervising staff, and driving sales growth.

• Key Responsibilities:
• 1. Call Center Management:

  2. Supervise and lead a team of call center agents, ensuring they meet or exceed performance targets.

  3. Monitor call center performance, including call volume, response times, and service quality, identifying areas for improvement and implementing strategies to optimize results.

  5. Office Administration:

  6. Manage office resources, including equipment and supplies, maintaining a clean, organized, and comfortable working environment.

  7. Ensure effective communication between teams, facilitating collaboration and promoting a positive work culture.

  9. Administrative Support:

  10. Coordinate schedules, shifts, and breaks for call center agents, streamlining workflows and enhancing productivity.

  11. Assist in workforce planning and recruitment efforts, developing and implementing strategies to attract top talent.

  13. Training and Development:

  14. Provide training and coaching to call center agents, equipping them with the skills and knowledge needed to excel in their roles.

  15. Foster a culture of continuous improvement and professional development, encouraging agents to take ownership of their growth and development.

  17. Customer Service Quality Assurance:

  18. Establish and enforce customer service standards and best practices, ensuring exceptional service delivery and high customer satisfaction.

  19. Handle escalated customer inquiries and complaints, resolving issues efficiently and effectively.

  21. Technology and Tools:

  22. Ensure call center software and technology tools are up-to-date, leveraging innovative solutions to drive efficiency and effectiveness.

  23. Troubleshoot technical issues or liaise with IT support, minimizing downtime and maximizing productivity.

  25. Budget and Resource Management:

  26. Assist in budget planning and expense management, optimizing resource allocation and ensuring fiscal responsibility.

  27. Procure necessary office supplies and equipment, ensuring a well-stocked and well-equipped workspace.

Qualifications:

• 1. Education and Experience:

  2. A bachelor's degree or equivalent experience in a related field is required.

  3. Proven experience in call center management or customer service roles is essential, with a minimum of 5 years' experience in a similar position.

  5. Skills and Qualities:

  6. Strong leadership and team management skills are crucial, with the ability to motivate and inspire team members to achieve exceptional results.

  7. Excellent communication and interpersonal skills are essential, with the ability to effectively interact with customers, employees, and stakeholders at all levels.

  9. Technical Skills:

  10. Proficiency in call center software and relevant technology is required, with the ability to leverage innovative solutions to drive efficiency and effectiveness.

  11. Problem-solving and decision-making skills are critical, with the ability to analyze data and metrics to inform strategic decisions.

  13. Working Conditions:

  14. The successful candidate will typically operate during regular office hours but may require flexibility to cover various shifts, including occasional weekend or evening work.

  15. The role is office-based, with occasional remote work possibilities.

Job Specification:

• 1. Key Requirements:

  2. Proven experience of at least 5 years as a Call Center Office Manager or in a similar managerial role in the telecommunications industry is required.

  3. In-depth knowledge of call center operations, procedures, and best practices is essential, with the ability to apply this knowledge to drive results.

  5. Leadership and Motivation:

  6. Strong leadership and motivational skills are crucial, with the ability to drive team performance and achieve targets.

  7. Excellent communication and interpersonal skills are essential, with the ability to effectively interact with customers, employees, and stakeholders at all levels.

  9. Technology and Tools:

  10. Proficiency in using call center software and technologies to manage and optimize call center operations is required.

  11. Exceptional problem-solving and decision-making abilities are critical, with the ability to analyze data and metrics to inform strategic decisions.

  13. Organizational and Time-Management Skills:

  14. Strong organizational and time-management skills are essential, with the ability to prioritize tasks and meet deadlines in a fast-paced environment.