Senior Operations Manager (BPO Experience)
Job Details
Full Job Description
Key RequirementsBachelors Degree in related field.Minimum of 5 years management experience in the BPO Industry.Responsibilities:
Determines call center
operational strategies by conducting needs assessments, performance
reviews, capacity planning, and cost/benefit analyses; identifying and
evaluating state-of-the-art technologies; defining user requirements;
establishing technical specifications, and production, productivity,
quality, and customer-service standards; contributing information and
analysis to organizational strategic plans and reviews.
Develops
call center systems by developing customer interaction and voice
response systems, and voice networks; designing user interfaces;
developing and executing user acceptance test plans; planning and
controlling implementations.
Maintains and improves call center
operations by monitoring system performance; identifying and resolving
problems; preparing and completing action plans; completing system
audits and analyses; managing system and process improvement and
quality assurance programs; installing upgrades.
Accomplishes call
center human resource objectives by recruiting, selecting, orienting,
training, assigning, coaching, counseling, and disciplining employees;
administering scheduling systems; communicating job expectations;
planning, monitoring, appraising, and reviewing job contributions;
planning and reviewing compensation actions; enforcing policies and
procedures.
Prepares call center performance reports by
collecting, analyzing, and summarizing data and trends.
Maintains
equipment by evaluating and installing equipment; developing
preventive maintenance programs; calling for repairs; evaluating and
implementing upgrades.
Maintains professional and technical
knowledge by tracking emerging trends in call center operations
management; attending educational workshops; reviewing professional
publications; establishing personal networks; benchmarking
state-of-the-art practices; participating in professional societies.
Senior Operations Manager (BPO Experience)
BusinessGhana
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