Some of the roles and responsibilities of the Operations Manager are:
Implement and drive strategic plans for the contact centre operation
To deliver excellence in performance through, performance management, training, coaching and inspirational leadership of Managers and Team Leaders managing teams of direct reports
This role needs a high level of inbound and outbound sales/service leadership, as well as a very customer centric approach to customer contact across sales and customer service
To work within a heavily regulated environment ensuring compliance and best practise across the contact centre operation
Ensure adherence to company policies.
Responsible for the supervision, coaching, monitoring, training, reviewing, disciplining of staff.
A combination of lectures, diagnostic activities, simulations, activities, games, videos and role play exercises
Participants shall learn the following Essential Functions:
Daily workforce forecasting & scheduling
Continuously evaluate / improve workflow
Track and measure individual and team productivity and quality results for staffing forecasts.
Drive improvements in overall service levels, transactional efficiencies & cost management.
Implement new processes, procedures and technologies as needed.
Manage and motivate call center staff to meet customer service performance goals.
Ensure that incentives are developed and executed as planned.
Maintain and monitor performance, production, attendance and punctuality records, reviews and appraisals for staff.
Monitor adherence to company quality monitoring goals.
Team Leaders & Managers leading Service, Helpdesk, Telesales and Debt Collection Teams