Date: Jan 17, 2024
Location:
Palm Bay, Florida, US
Requisition ID: 6808
Description:
The Senior Manager of Operations will lead a team of our customer care staff within a Call Center environment.
In this role you will play a critical role to understanding client’s needs continuously improve customer satisfaction insuring customers have an outstanding positive experiences throughout the customer support lifecycle.
Focus on tactical as well as well as strategic Operations
Strong client facing skills.
Should have led WBR’s/MBR’s/QBR’s
Should have managed TL’s /AM’s/DM’s in earlier role
Should be able to recruit, select, train, assign, schedule, coach, counsel, and discipline employees
Forecast requirements, analyse variances; initiating corrective actions
Analyse and improve operational processes and workflow’s
Manage staff levels, wages, hours, contract labour to revenues
Drive operational quality & productivity
Define KPI’s & execute core client deliverables as per SOW
Manage & Control Attrition
Lead & Drive Csat & customer experience projects
Six Sigma certification will be an added advantage
Understanding of diallers (Predictive/Progressive)
Create, publish reports & dashboards
Drive strong & robust performance management
Understanding of P&L
REQUIREMENTS:
MBA
Graduate in any Discipline.
Strong analytical, problem solving, facilitation and project management skills
A People Leader with a minimum of 8 years of management experience.
(Minimum 2 years leading & managing large teams)
Minimum 8+ years of BPO experience
Firstsource is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace.
FirstsourceT participates in E-Verify and we will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s I-9 to confirm work authorization.
It is the policy of this Company to seek and employ qualified individuals at all locations and facilities, and to provide equal employment opportunities for all applicants and employees in recruiting, hiring, placement, training, compensation, insurance, benefits, promotion, transfer, and termination.
To achieve this, we are dedicated to taking affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, and other eligible veterans
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