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.


  • 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


  • 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


  • 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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