Sr Operations Manager

Oversee the day-to-day operations of the contact centre, including workforce planning, resource allocation, and performance management

Develop and implement strategies to improve operational efficiency, productivity, and customer satisfaction

Lead and motivate a team of team leaders, supervisors, and agents, providing coaching, training, and support

Collaborate with other departments, such as Quality Assurance and Training, to ensure consistent service delivery

Monitor and analyse key performance indicators, identifying areas for improvement and implementing corrective actions

Ensure compliance with relevant policies, procedures, and industry regulations

Foster a positive and engaged work environment that promotes employee well-being and professional development

Minimum 5 years of experience in a senior operations or contact centre management role

Proven track record of leading and developing high-performing teams in a fast-paced, customer-centric environment

Excellent problem-solving, decision-making, and conflict resolution skills

Strong understanding of contact centre operations, including workforce management, quality assurance, and performance management

Proficient in data analysis and reporting, with the ability to use insights to drive continuous improvement

Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams

Familiarity with relevant industry regulations and best practices