Key Responsibilities
Our Senior Operations Manager will be responsible for:
1. Managing call center operations, aligning all processes with company goals and customer satisfaction metrics.
2. Leading and mentoring a team of Operations Supervisors, Team Leads, and Agents, fostering a positive and productive work environment.
3. Monitoring team performance metrics, including Average Handle Time (AHT), First Call Resolution (FCR), Service Level Agreements (SLAs), and customer satisfaction (CSAT) scores.
4. Analyzing current workflows to identify areas for improvement and implementing best practices to enhance efficiency and reduce costs.
5. Working with workforce management, scheduling, and resource allocation to optimize staffing levels and ensure coverage during peak periods.
6. Collaborating with cross-functional teams to support operational initiatives and address challenges.