Executive recruitment company Monroe Consulting Group is recruiting on behalf of one of the leading multinational award-winning business process management company, delivering insights and innovation driven customer experience They're in search of dynamic leaders to join their force as a Operations Manager.
Job Responsibilities:
- Oversee daily contact center operations, ensuring compliance with COPC standards.
- Implement strategic plans to optimize contact center performance and efficiency.
- Monitor key performance indicators (KPIs) and manage performance against targets.
- Promote a culture of continuous improvement across all contact center levels.
- Identify and implement process enhancements to improve service delivery.
- Use data-driven insights for decision-making and operational strategies.
- Conduct regular audits to ensure adherence to COPC guidelines.
- Train staff on COPC methodologies and quality standards.
- Manage and mentor a team of supervisors and agents, fostering a positive work environment.
- Align operational goals with business objectives, communicate effectively with clients, and manage client expectations.
Job Requirements:
- Degree in any related field
- 6 years' experience in a similar role or more
- Management and leadership experience is needed
If you have what it takes, do send your resume or you may directly contact Shawin Kaur at or you may contact her at 017 897 5054. All the best!
