Call Center Operations Manager

About the role

The Operations Manager directs, implements and executes the objectives of a solar campaign to maximise productivity and meet service-level targets. The manager ensures results stay consistent with company standards, promotes a positive culture of morale and performance, and manages a team of about 30 associates with two direct reports.

Key responsibilities

• Set objectives and manage all campaign operations and activities
• Plan resources (people, technology) to maximise productivity
• Collect and analyse call centre statistics such as sales and customer service metrics
• Motivate associates to reach monthly goals and maintain discipline and professionalism
• Handle disciplinary and performance issues according to company standards, including counselling sessions where HR must be present
• Lead 15-minute morning and end-of-shift team meetings (supervising where the APM conducts them)
• Monitor hours worked so dialing hours stay above company standards and enforce shift-time adherence
• Maintain headcount at 30, hold detailed retention sessions with departing associates and keep attrition at 10% maximum
• Review Team Lead and APM coaching, and aim for 80% of associates with more than 60 days tenure to be confirmed
• Keep the team quality score at least 96%
• Prepare reports for departments and higher management

Required profile

• College graduate; MBA preferred
• 5+ years of BPO experience
• At least 4 years of leadership experience

Required skills

• Knowledge of MS Office
• Excellent communication and interpersonal skills
• Strong leadership, mentoring and coaching skills
• Self-motivated, able to coordinate and prioritise multiple tasks
• Strategic thinking