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Call Centre Operations Manager
2 months ago
We are seeking a highly skilled Call Centre Operations Manager to join our team at PrecisionHire Solutions. As a key member of our operations team, you will be responsible for leading a team of call centre professionals and driving business growth through exceptional customer service and operational excellence.
Key Responsibilities- Team Leadership: Lead a team of call centre agents and managers to achieve business objectives and improve customer satisfaction.
- Performance Management: Develop and implement strategies to improve team performance, productivity, and efficiency.
- Operational Planning: Collaborate with cross-functional teams to develop and implement operational plans that drive business growth and improve customer experience.
- Problem Solving: Identify and resolve complex operational issues that impact customer satisfaction and business performance.
- Strategic Initiatives: Develop and implement strategic initiatives to enhance customer experience, improve operational efficiency, and drive business growth.
- Education: Bachelor's degree in any discipline.
- Experience: Minimum 5-7 years of call centre experience in retail fashion and beauty industry background with at least 3 years' experience managing call centre teams.
- Skills: Excellent analytical and critical thinking skills, ability to drive strategic initiatives, excellent team management and planning skills, proactive and collaborative approach, excellent presentation and communication skills, strong leadership and interpersonal skills, and ability to work with all levels of senior stakeholders/management.
- Self-Motivation: Self-motivated and proactive individual with a strong desire to succeed.
- Integrity: Has integrity, instils trust, and leads by example.
- Process Improvement: Understanding of process improvement in an agile manner.
- Adaptability: Able to work under pressure and to strict deadlines, ability to simplify complex environments and work with ambiguity, and applies a good level of emotional maturity in their role.
PrecisionHire Solutions offers a dynamic and challenging work environment with opportunities for professional growth and development. We are committed to attracting and retaining top talent and offer a competitive compensation package and benefits.
