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Job Description

Description:
Job Duties

Lead and direct a team of supervisors
Manage the overall direction, development, and performance of the department.
Maximize team performance through training, motivation, and incentive programs.
Set team performance standards and goals to meet revenue and call volume quotas.
Manage staffing levels and scheduling to optimize performance, including planning, assigning, and directing work.
Monitor program effectiveness and report on productivity to project leaders and clients.
Address customer and client complaints and resolve problems. Interview, select and train new associates.
Complete team member performance appraisals.
Lead the reward and recognition programs for the team
Develop and formally counsel employee performance and conduct
Practical application of analytics.
Complete any other duties within your scope of employment that have been assigned by the Site Director/ EVP/Senior Operations.

DESIRED SKILLS AND EXPERIENCE
Minimum of six years of management experience in a call center environment.
Bachelor’s Degree in Business Administration

SKILLS, KNOWLEDGE AND ABILITIES:
Strong business orientation
Working knowledge of all applicable Federal and State industry regulations.
Develop creative solutions
Communicate with and understand the needs of internal and external clients.
Strong organizational skills to manage resources.
Conceptualize, launch and deliver multiple projects on time and within budget and contracted parameters.
Mesh well with the existing management team by being a good listener, a team builder and an articulate advocate of our collective vision.
Thought leader (creative problem solving), possesses a clear set of contributions that have resulted in value added to a client.
Willing to be a contributing member of a team responsible for business planning, development and implementation at different initiatives.
Practical application of analytical skills.

Employer:
Advanced Call Center Technologies of Jamaica

Ref No:


Title:
Operations Manager

Date Added:
Monday, February 26, 2018 16:27:10

Job Type:
Full-time

Salary:


Industries:
Telecommunications


Region:


Montego Bay and St James

Contact:
Human Resources

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