Sr. Operations Manager

Location: Kingston, St. Andrew, Jamaica
Date Posted: 09-08-2018
Reporting to the VP of Operations, this position is responsible for overall leadership, direction, and accountability of the operational effectiveness of the campaign to which the incumbent is assigned.

The Sr. Operations Manager will be required to perform the Following Duties (but not limited to):
  • Ensure high quality customer service delivery according to client and company service agreements
  • Establish and implement product/service standards in concert with company and client expectations
  • Ensure departmental goals are met according to established strategies and objectives
  • Carryout required analysis of operational activities within the specified area of responsibilities
  • Support the roll-out of employee training, scheduling and Quality initiatives
  • Set and meet performance targets for speed, efficiency, sales and quality
  • Forecast and analyze data against budget figures on a weekly and/or monthly basis
  • Effective Client Management - Handle complex customer complaints and inquiries
  • Record statistics, user rates and the performance levels of the center and prepare reports 

Applicants Should Have:
  • Knowledge of contact center KPI's, business analytics, scorecards, and reports
  • Strong leadership and analytical skills
  • Demonstrated time management skills and ability to act on own initiative
  • Demonstrated proficiency in using Microsoft Office Suite of tools and proficiency in spreadsheet applications
  • Excellent written and verbal communication skills
  • Ability to deliver excellent customer service
  • Ability to work flexible schedules (including weekends)

Additional Requirements
  • Bachelor’s degree (BA or BSC-- Business Administration or Computer Science) from a recognized tertiary institution
  • Minimum of 5 years experience at the management level in the BPO sector (with demonstrated track record)
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