Call Center Operations Manager

Position Summary

The Call Center Operations Manager is responsible for overseeing our ORB program in Louisville KY, daily operations, ensuring service level agreements (SLAs) are met, and driving performance across multiple teams. This role requires strong leadership, strategic thinking, and a deep understanding of call center dynamics to deliver exceptional customer service and operational efficiency.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

• Leadership and People Management

Ability of a leader to benchmark corporate leadership capabilities and provide a leadership development roadmap for other leaders. It is a necessary quality for leaders who aim to improve workplace communication and prepare employees for success.

• Help promote a company culture that encourages top performance and high morale.
• Responsible for ensuring all employee schedules are planned and meet customer SLAs requirements
• Coach and develop the leadership team.
• Establish employee goals, conduct performance reviews, coaching, and providing career development.
• Displays and executes leadership, people management, communication, and influencing skills expected from a leader at the managerial level and beyond.
• Practices assertive and objective communication towards Top Management and direct reports
• Displays alignment to core values as outlined by Executive Management and to be cascaded to subordinates and direct reports
• Coordination and Supervision - Coordinate, manage and monitor the activities of the operational teams, including team leaders and other supporting departments in the organization.

• Operations Management

Administration of business practices to create the highest level of efficiency possible within an organization. It is concerned with converting resources and labor into services as efficiently as possible to maximize the profit of an organization. It attempts to balance costs with revenue to achieve the highest net operating profit possible.

• Help promote a company culture that encourages top performance and high morale.
• Ensure that program supervisors, team leaders and team members have the tools and available knowledge to implement and provide exceptional service delivery in line with contractual obligations
• Provide leadership and mentoring to the Program Supervisors/Team Leaders/Senior Staff in managing these areas and customer interactions
• Responsible for ensuring all processes, procedures, Company and Client policies, and Client Service Business Rules are implemented and adhered to.
• Responsible for ensuring all employee schedules are planned and meet customer SLAs requirements
• Always ensure compliance to legal requirements.
• Ensure KPIs and/or SLAs are met.
• Coordinates facility resources through workforce planning and hardware and software allocation, implements operational procedures within facility ensuring all resources are managed effectively.
• Ensure the team is delivering high quality output and actively identify continuous improvement initiatives.
• Identifies and implements operational best practices through organization-wide interaction; touch-base with colleagues and administrative departments to understand and cascade processes and practice for proper calibration.
• Executes department's processes and projects properly as planned and agreed with the management; conducts post-evaluation surveys and analysis to have a data-driven method of understanding the strength and areas for improvement of each process and projects
• Ensures that all clients and programs process, and procedures are adhered to, and that individual/team/program metrics are consistently improving.
• Ensures the achievement of KPI's and metrics through proactive management of the operations teams and active coordination with various support teams.
• Best Practices - Improve processes and policies in support of organizational goals. Implement and maintain operational and organizational policies and procedures to maximize output. Monitor adherence to rules, regulations, and procedures.
• Production - Coordinate and monitor the work of various teams involved in operational output including the achievement of incentives for staff production. Monitor performance and implement improvements. Ensure quality of product. Manage quality and quantity of employee productivity.

• Internal Communication

Effective use of communication and information sharing using the appropriate channels/medium. Provides activities that allow exchange and relay of opinions and insights necessary in the conduct of business.

• Coordinates facility resources through workforce planning and hardware and software allocation, implements operational procedures within facility ensuring all resources are managed effectively.
• Liaising with other departments to resolve queries and troubleshoot issues, including process or technical.
• Develops and maintains a communication and engagement model in place to ensure all teams understand the performance of the business.
• Interacts and collaborates with departments as expected to execute given requirement by the client; the processing of hiring request to the recruitment team
• Human Resources - Collaborate with The HR department in the recruitment and placement of required staff. Maintain organizational structures. Delegate tasks and accountabilities. Establish work schedules. Supervise staff. Monitor and evaluate performance.
• Communication - Monitor, manage and improve the efficiency of support services such as IT, HR, Accounts and Finance. Facilitate coordination and communication between support functions.

• Customer Management

Value-adding activities to provide insightful interface, improved relationships and committed partnership with and for the customers. Successful delivery of this KRA is determined from the perspective of the customer in relation to business results.

• Provide leadership and mentoring to the Program Supervisors/Team Leaders/Senior Staff in managing these areas and customer interactions -Always ensure compliance to legal requirements.
• Measure on improving both customer satisfaction and employee satisfaction.
• Work closely with the client to rectify any identified audit risks.
• Provide leadership, support, and training to the team to improve their efficiency, leadership capabilities and relationship with clients and stakeholders.
• Understands and exceeds client expectations by proactively managing the overall performance by attending client-related meetings.
• Delivers Client KPIs/Sales targets more than expected which includes day-to-day service levels, customer experience, quality measures, and compliance measures, and ensures that team managers are calibrated with the present standards on coaching, mentoring, and leading.
• Customer Service - Manage customer support. Plan and support operational activities.

• Business Development and Financial Management

Propose initiatives and activities that will increase revenue, growth in terms of business expansion, increasing profitability by building strategic partnerships and making strategic business decisions that will eventually have an impact on the company's financial performance.

• Identifies trends and assess opportunities to improve processes and execution.
• Accountable for promoting, identifying, and raising risks associated with any processes and procedures, then owning or working closely with the client on mitigation.
• Assesses production, profitability, resources and manpower reports, plans, program descriptions, etc. and makes recommendations to senior leadership on process efficiencies.
• Managing operational costs through effective cross training, management of performance targets and employee engagement.
• Formulates ideas essential to the continuous growth of the leaders under his/her delegation and have it presented to the management for the structuring of programs
• Identifies further opportunities for services and process improvements present under his/her team
• Implements Business Continuity Plan related to operations and suggests revisions, when necessary
• Sets S.M.A.R.T. goals for each process of the department to provide appropriate inputs and outputs; Reviews and revises existing process and procedures to align with set goals
• Accomplishes all of the roles and responsibilities of an operations Manager, such as but not limited to ensures profitability of a very large or multiple LOB's / Client/s / Program/s / Account/s by ensuring the attainment of client specified KPI's and targets
• May provide strategic direction and guidance to all programs managed and supported, in terms of growth, process improvements and efficiencies, enhanced profitability or possible new business opportunities, ensuring alignment to the overall business strategy of the organization.
• Financial - Utilize financial data to help improve profitability. Assist in the preparation of, and control operational budgets. Control inventory. Assist in planning effective strategies for the financial well-being of the company.
• Strategic Input - Regular liaison with the Senior Vice President (Asia-Pacific Region), Vice President of IT and Manager. Assist in the development of strategic plans for operational activity. Implement and manage operational plans.

Minimum Qualifications (Knowledge, Skills, and Abilities)

• Education
  • Bachelor's Degree preferably in Business, Management & leadership, or any related field.

• Job Related Experience
  • Minimum 3 years' experience in a related field
  • With 5 or more years of BPO management are often favored
  • Strong understanding of call center metrics and reporting tools.

• Specific Knowledge/Ability
  • Organizational Effectiveness and Operations Management
  • Business Management Principles and Practices
  • Financial and Accounting Principles and Practices
  • Human Resource Principles and Practices
  • Project Management Principles and Practices

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions.

• Communication
  • An important facet of cooperation among employees/clients is the way in which they communicate with each other, employee is expected to interact with peers on their team, learn from one another, leverage each other's strengths, and derive greater satisfaction from your daily work.
  • Acknowledging and encouraging such open cooperation between team members, you nurture all manner of positive associations they have with their jobs and coworkers.

• Noise Level
  • The raw decibels individual produce should be kept to a minimum. Loud noises break other employees' ability to focus.

• Lighting and Temperature
  • Global Agility Solutions created an optimal environment for all employees to meet the comfort level of its workforce, employee is expected to not feel distracted by extreme temperatures and eyesight problems while working.

• Seating and Desks
  • Each employee is provided with their own personal working space to keep their physical stress to a minimum, making employees much more likely to achieve greater focus on the job.
  • Prolonged periods sitting at a desk and working on a computer.