Senior Manager - Operations

The Operations Leader is responsible for managing the day-to-day operations of the contact center, ensuring efficient and effective service delivery to clients. This role oversees a team of 80 to 100 FTEs, providing leadership, coaching, and support to ensure highquality performance and customer satisfaction. The Operations Lead plays a crucial role in driving operational excellence, implementing process improvements, and maintaining a positive work environment.

Role & responsibilities

• Manage and lead a team of 80 to 100 FTEs, providing guidance, coaching, and support to ensure efficient and effective service delivery for clients in the US/Australia region.
• Oversee the day-to-day operations of the contact center, ensuring adherence to established processes, policies, and Service Level Agreements (SLAs).
• Monitor and analyze key performance indicators (KPIs) related to customer satisfaction, productivity, and quality, and implement strategies to continuously improve operational efficiency and effectiveness.
• Collaborate with cross-functional teams, including client representatives, to address operational challenges, resolve escalations, and ensure seamless service delivery.
• Develop and implement training programs to enhance the skills and knowledge of team members, ensuring they are equipped to handle diverse customer inquiries and provide exceptional service.
• Foster a positive and inclusive work environment, promoting employee engagement, motivation, and professional development opportunities.
• Manage resource allocation, forecasting, and scheduling to ensure adequate staffing levels and optimal utilization of resources.
• Identify and implement process improvements to streamline operations, reduce costs, and enhance customer experience.
• Ensure compliance with relevant industry regulations, company policies, and quality standards.

Preferred candidate profile

• Bachelor's degree
• 10 to 12 years of proven experience in a leadership role within the contact center or customer service industry, preferably in the travel, hospitality, retail, or e-commerce sectors.
• Excellent communication, interpersonal, and leadership skills, with the ability to effectively manage and motivate teams.
• Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.