Call Center Operations Manager

Job title:

Call Center Operations Manager

Company

GetFrankly

Job description

About the clientFounded in the early 2010s, our client is the largest student recruitment company in London and the only one fully accredited by Investors In People. Dedicated to helping students achieve their academic goals, they specialize in placing students in colleges and universities that best suit their needsAbout the roleOur client is leading the charge in delivering outstanding customer service, and they’re looking for a dedicated Operations Manager to join our team. As a key member of our organization, you will play a crucial role in ensuring the seamless operation of our call center, consistently meeting and exceeding service level agreements (SLAs) while providing top-notch customer experiences.Responsibilities:

• Supervise Teams: Oversee supervisors and agents, ensuring their performance aligns with organizational objectives and SLAs.
• Set and Monitor Goals: Establish ambitious targets, closely monitor progress, and implement strategies to drive improved performance and efficiency.
• Recruit and Train Staff: Contribute to recruiting, selecting, and training new staff to ensure the team is equipped to deliver exceptional customer service.
• Develop Policies and Procedures: Craft and enforce essential policies and procedures to maintain operational excellence and compliance with industry standards.
• Manage Budget: Effectively manage the call center’s budget, optimizing resources for maximum efficiency and cost-effectiveness.
• Ensure Smooth Operations: Act as the linchpin of the call center, guaranteeing seamless operations and meeting client and customer expectations through effective management.

Operation Manager Qualifications and Skills::

• Experience: Proven experience in call center management or similar roles, with a strong track record of achieving targets and driving performance improvements.
• Leadership and Communication: Excellent leadership and communication skills, with the ability to motivate and inspire teams to excel.
• Analytical and Problem-Solving: Strong analytical and problem-solving abilities, with a keen eye for detail and a focus on continuous improvement.
• Operational Knowledge: Advanced knowledge of call center operations, including workforce management, quality assurance, and performance metrics.
• Adaptability: Ability to thrive in a fast-paced environment, adapting quickly to changing priorities and challenges.

Candidate requirements:

• Background: Extensive experience in call center management or similar roles, with a proven track record of success.
• Key Skills: Leadership, Communication, Performance Management, Budgeting, Policy Development.
• Personality Traits: Proactive, Results-driven, Adaptable, Collaborative.
• Experience: 4-5 years of experience in call center management.
• Career Goals: Commitment to driving operational excellence and delivering exceptional customer experiences.

If you’re passionate about delivering exceptional customer service and have the skills and experience we’re looking for, we encourage you to apply and join our dynamic team.Why GetFrankly?At GetFrankly we are guiding talent and creating futures.We understand that a career move is not just about a new role – it’s about finding a place where your skills, ambitions, and values align.Give us a call to discuss what’s important for your career and future, and we’ll try our best to get you involved in interesting projects and provide you with fulfilling career pathways.We will guide you towards the right environment where your abilities will thrive and have a significant impact.GetFrankly is a catalyst for change! With the goal to close the gap that exists between outstanding talent and successful companies.We are a team of dedicated professionals bound together by a shared commitment to doing the right thing. Founded by a group of experienced individuals with extensive market knowledge, a vast network, and a genuine friendship, we leverage our expertise to provide great services.

Expected salary

Location

London

Job date

Sat, 25 May 2024 01:57:20 GMT

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