itelBPO Smart Solutions
  • Montego Bay, JAM
  • Full Time

We are looking for persons to join our itelbpo Smart Solutions Family at our Montego Bay/Kingston locations as Operations Manager!

The Operations Manager will provide leadership and guidance to a team of Call Centre Representatives while ensuring the successful delivery of quality service to the Client.  Determine the long range objectives and goals and to meet business operations expectations.

 KEY RESPONSIBILITIES:

  • Managing a team of call centre representatives directly and directing their activities for the achievement of call centre targets and goals
  • Managing the overall performance analysis of existing lists and programs.
  • Developing and supervising a team of representatives and preparing their performance reports.
  • Developing new lead targeting schemes, and scripting for the optimization of existing programs.
  • Monitoring team performance to ensure that the call centre goals are met and supporting call centre quality and training efforts.
  • Measuring and demonstrating the group productivity as well as the individual's reports related to customer outcomes.
  • Identifying and articulating reporting requirements, which includes targets, specific data, and anticipated outcomes.
  • Identifying, recommending and supporting the implementation of various programs for the improvement of call centre processes.
  • Making employment decisions, setting up performance goals and targets for assigned team.
  • Promoting a customer service culture that encourages and ensures the staff
  • Meet with clients as and when necessary in order to present and discuss productivity reports, discuss ways to increase revenue and build effective relationships
  • Be available to travel domestically and internationally as deemed necessary

 KEY COMPETENCIES:

  • Call ability to work efficiently in a high demand, team oriented, and fast paced environment
  • Ability to maintain customer confidentiality.
  • Ability to express ideas in clear and concise manner.
  • Solid problem-solving skills and excellent Management skills.
  • Ability to think tactically and identify significant success factors.
  • Excellent communication and interpersonal skills  
  • High level of competence in MS Office
  • Attention to detail, accuracy and time management
  • Flexibility and Adaptability while maintaining professionalism

QUALIFICATIONS AND EXPERIENCE:

  • Associates Degree or higher
  • 3-4 years cumulative experience in the BPO sector with 2+ years of managerial experience.
  • Technical support experience would be an asset
itelBPO Smart Solutions
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