**Job Description**
The Senior Operations Manager will be responsible for overseeing the day-to-day operations of our call center, ensuring optimal performance, efficiency, and adherence to service-level agreements (SLAs).
This role requires significant experience in managing large call center teams, optimizing processes, and implementing strategies to achieve operational excellence.
Key Responsibilities:
* Manage call center operations, ensuring all processes align with company goals and customer satisfaction metrics.
* Lead and mentor a team of Operations Supervisors, Team Leads, and Agents, fostering a positive and productive work environment.
* Monitor team performance metrics, including Average Handle Time (AHT), First Call Resolution (FCR), Service Level Agreements (SLAs), and customer satisfaction (CSAT) scores.
* Analyze current workflows to identify areas for improvement and implement best practices to enhance efficiency and reduce costs.
* Work with workforce management, scheduling, and resource allocation to optimize staffing levels and ensure coverage during peak periods.
* Work with QA to develop and implement quality control measures to ensure compliance with company policies, procedures, and industry standards.
* Collaborate with cross-functional teams, including Talent Acquisition, IT, and Training, to support operational initiatives and address challenges.
* Utilize data-driven insights to generate performance reports, identify trends, and make informed decisions to improve operations.
* Proactively identify operational risks and develop mitigation plans to ensure business continuity.
Requirements:**
* Bachelor's degree in Business Administration, Operations Management, or a related field.
* 5+ years of experience in operations management within a call center or customer support environment.
* Proven experience in leading large teams and managing complex operational projects.
* Expertise in using call center technologies (e.g., Five9, Genesys, Avaya) and CRM systems (e.g., Salesforce, Zendesk).
* Strong leadership and people management capabilities.
* Excellent analytical, problem-solving, and decision-making skills.
* Proficiency in data analysis and reporting tools (e.g., Excel, Power BI).
* Outstanding communication, negotiation, and conflict resolution abilities.
* Ability to thrive in a fast-paced, target-driven environment.
* Lean Six Sigma, PMP, or other operational management certifications are preferred.
Preferred Qualifications:**
* Experience in a high-volume, inbound/outbound call center environment.
* Proven ability to implement process improvements and operational efficiencies.
* Familiarity with workforce management tools (e.g., NICE, Verint) and scheduling optimization.