Operations Manager - Call Centre

About the role

itel is looking for an Operations Manager in Kingston who will lead a team of Call Centre Representatives and deliver quality service to clients. The manager sets long-range objectives and goals and meets business operations expectations, reporting to the Head of Department.

Key responsibilities

• Manage a team of call centre representatives, direct their activities and prepare performance reports
• Develop new lead targeting schemes and scripts to optimise existing programmes
• Analyse the performance of existing lists and programmes, and measure group and individual productivity linked to customer outcomes
• Monitor team performance, support quality and training, and recommend improvements to call centre processes
• Define reporting requirements including targets, data and expected outcomes
• Make employment decisions, set performance goals and targets for teams, and meet clients to review productivity reports and discuss revenue growth
• Travel domestically and internationally as needed

Required profile

• Associates degree or higher
• 3-5 years of cumulative experience in the BPO sector, including 2+ years of managerial experience
• Utilities experience is an asset

Required skills

• High-level competence in MS Office
• Problem-solving, management and communication skills
• Attention to detail, accuracy and time management
• Ability to work in a fast-paced, team-oriented environment and keep customer information confidential