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SENIOR OPERATIONS MANAGER in Kingston at IBEX

Date Posted: 7/23/2018

Job Snapshot

Job Description

POSITION SUMMARY

This position is responsible for managing daily operations of the Contact Center in the most effective and customer-satisfying manner by leading and coaching a supervisory team and complying with federal, state, local laws and IBEX GLOBAL regulations.  The position also monitors Team Managers and advisors progress to guarantee maximum efficiency and quality. In addition, the Senior Operations Manager maintains client and customer expectations to assure satisfaction.

The ideal candidate should live by the following values:

  • Platinum Rule: Treat others how they want to be treated.
  • Respect: Treating all coworkers and customers kindly and fairly.
  • Integrity: A person of your word, highly trusted.
  • Transparency: Always being honest and upfront, using an open door policy.
  • Excellence: Taking pride in your work, and doing the best you can!

Responsibilities

  • Manages performance on specified program(s) to meet and exceed all client and/or company expectations. Ensure KPI’s are achieved. Communicate with client regarding KPI’s.
  • Oversees and manages the program(s) performance goals in order to make necessary process adjustments, ensure that IBEX Global policies, procedures, and standards are followed and adhered to.
  • Directly supervises Operations Managers. Responsibilities include interviewing and hiring advisors; planning, assigning, and directing work; appraising performance; rewarding and disciplining advisors; addressing complaints and resolving problems.
  • Manage information flow between the Team Managers and the Operations Manager(s)
  • Co-facilitate associate satisfaction throughout the program(s) through incentives and floor-wide activities. Includes holding round tables to gauge associate satisfaction.
  • Coordinate any AD-HOC training delivered by IBEX Global or client to ensure participation and completion in a timely manner.
  • Participates in client calls, visits, meetings and joint calibration sessions.

Job Requirements

Qualification and Experience

  • Progressive experience as a Team Manager or Call Center Manager
  • Bachelor’s Degree in Business or related field preferred
  • Versed in MAC OSX and MS Office Applications
  • Strong leadership and “people management” skills
  • Must demonstrate strong multitasking and communication abilities
  • Satisfactory performance rating in current management position.
  • Must possess strong organizational skills
  • Skilled at setting and implementing Strategic Direction
  • Strong knowledge of Call Center Technology

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