Operations Manager (Telco-Sales)

About This Role

Operations managers drive program profitability and ensure smooth call center operations by meeting client targets and maintaining optimal staffing. This role involves managing team performance, implementing incentive schemes, and ensuring effective communication of updates.

Responsibilities

• Drive program profitability by meeting client KPIs and targets
• Manage operations, including queue monitoring and adherence to service metrics
• Ensure optimal staffing levels by maintaining company-set ratios, coordinating with Workforce Management, and managing labor requirements (e.g., overtime) based on call volume forecasts
• Uphold company and client policies and procedures, ensuring team adherence to attendance, scheduling, and workplace decorum
• Lead performance management through coaching, conducting appraisals and feedback meetings, implementing disciplinary action for non-performers, and recognizing/rewarding top performers
• Design and implement incentive schemes to drive floor performance
• Ensure timely and effective communication of all company and client updates to program team members

Requirements

• Bachelor's Degree
• 2 to 3 years of experience in Call Center Operations, Customer Service, BPO, or Telecommunications in an Assistant Managerial or Managerial capacity
• Proficiency in call center operations, MS Office applications, and call center-specific software/systems (e.g., CMS/IEX)

Nice to have:

• Prior knowledge of client-specifics