OPERATIONS MANAGER

#ConcentrixCR is looking for an Operations Manager, who will liaise with the external clients to whom the organization provides services to and internal clients/vendors. Apply here: http://bit.ly/2uBWJ1F Think Big Dream Big #Bold
Job Description
Coordinates, motivates, and leads performance improvement initiatives with all the staff, and coordinates staff recruitment when needed.
Responsibilities
1. Provide efficient call center support service
· Become Product SME to manage the escalations of the direct Supervisors
· Manage the daily running of the call center
· Set and meet performance targets for satisfaction, efficiency, and quality
· Plan and manage process changes
· Liaise with supervisors, team leaders, operatives and third parties to gather information and resolve issues
· Maintain an up-to-date knowledge of industry developments and involvement in or membership of networks
· Monitor random calls to improve quality, minimize errors and track operator performance
· Record statistics, user rates and the performance levels of the center and prepare reports
· Handle complex customer complaints and inquiries
· Forecast and analyze data against budget on a weekly and/or monthly basis
2. Effective people management of customer service support staff
· Plan and develop staff recruitment, including wording vacancy advertisements and liaising with HR staff
· Review the performance of the staff vs the goals
· Identify staff training needs and plan training sessions
· Organize staffing, including shift patterns and the number of staff required to meet demand
· Coach, motivate and retain staff and coordinate bonus, reward and incentive schemes
· Develop, implement and review core responsibilities and tasks
· Analyze performance statistics and make decisions based on these statistics
3. Leadership
· Manage the section within time and budget
· Plan, select, develop and maintain suitable manpower capabilities for the function
· Develop, lead and maintain a motivated and high-performance team
· Identify and timeously address functional related problems and opportunities
· Build and maintain relationships with stakeholders
· Provide direction based on Six Sigma analysis
· Ensure compliance with relevant legal and statutory requirements and internationally accepted environmental, health, safety and quality standards
Eligibility
· 2 - 3 years’ experience at middle management level within a contact center environment
· Strong analytic skills (Six Sigma, Project Management)
· Strong skills in Excel
· Strong decision making towards discipline
· Continues improvement mindset
· Schedule Flexibility working from Monday thru Sunday from 6 a.m to 8 p.m
Preferred Skills
Knowledge:
· Products and services (inbound and outbound processes)
· Systems: Avaya Telephony, MS Office (MS Excel Proficient), CMS Avaya
· Call Center structure
· Core principals of Call Center environment (best practice for FCR, CSAT, OSAT, AHT, Abandonment Rates, ASA)
· Service model and standards
· Balanced scorecard methodology (or other performance management system in use)
· Industrial Relations
· CRM principles
· Call center industry knowledge/best practice etc.
Skills:
· Deciding and initiating action
· Leading and supervising
· Relating and networking
· Persuading and influencing
· Planning and organizing
· Delivering results and meeting customer expectations
· People management
· Presenting and communicating information
· Creating and innovating
· Analytical, entrepreneurial and commercial thinking
Leadership competencies:
· Driving accountability
· Drive and energy
· Initiating action
· Building and maintaining stakeholder relationships
· Cross-cultural awareness
· Impact and influence
· Organizational understanding
· Business understanding
· Facilitating and managing performance
· Attracting, developing and retaining talent
· Strategic focus
· Articulating and cascading the vision and values
· Decisive insight
· Team leadership
· Communication skill
To learn more about #Concentrix, please feel free to visit our website: http://careers.concentrix.com #DifferentbyDesign