Now hiring for our Montego Bay Office:

OPERATIONS MANAGER

About Us

Position Overview

Key Responsibilities

• Operational Leadership: Lead and manage the contact centre operations to ensure the delivery of high-quality service to our clients. This includes managing team performance, ensuring adherence to SLAs, and driving continuous improvement initiatives.
• Team Management: Oversee a team of supervisors, and agents. Provide guidance, coaching, and development opportunities to enhance team performance and engagement.
• Client Relations: Build and maintain strong relationships with clients, understanding their needs and ensuring their satisfaction with our services. Act as a point of escalation for client issues and work towards timely resolutions.
• Performance Monitoring: Utilize data and analytics to monitor contact centre performance. Identify trends, areas for improvement, and implement strategies to optimize efficiency and effectiveness.
• Resource Allocation: collaborate with the Workforce Management team to ensure adequate staffing levels and manage resource allocations to meet operational demands. This includes workforce planning, scheduling, and capacity management.
• Quality Assurance: Implement and maintain quality assurance processes to ensure consistent delivery of high-quality service. Conduct regular audits and reviews to identify areas for improvement.
• Budget Management: Develop and manage the operational budget, ensuring cost-effective use of resources while maintaining service quality and efficiency.
• Compliance: Ensure adherence to company policies, industry regulations, and best practices. Implement and enforce compliance measures to mitigate risks and maintain operational integrity.

Qualifications and Experience

• Bachelor’s degree in business administration, Management, or equivalent.
• Minimum of 5 years of experience in contact centre operations, with at least 2 years in a similar management role.
• Proven track record of managing large-scale contact centre operations, preferably in a BPO environment.
• Strong leadership and people management skills, with the ability to inspire and motivate teams to achieve high performance.
• Excellent communication and interpersonal skills, with the ability to build and maintain relationships with clients and stakeholders.
• Proficient in using contact centre technology and tools, including workforce management systems, CRM software, and performance analytics platforms.
• Strong analytical and problem-solving skills, with the ability to use data to drive decision-making and process improvements.
• Knowledge of industry regulations and best practices, with a commitment to compliance and operational excellence.

What We Offer

• Competitive salary and performance-based incentives
• Comprehensive benefits package, including health, dental, and vision insurance
• Opportunities for professional growth and development
• A collaborative and inclusive work environment
• The chance to work with a dynamic and innovative team

How to Apply

Please read carefully before signing.

Contax360 BPO Solutions is an equal opportunity employer. Contax360 BPO Solutions does not discriminate in employment on account of race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service.

I understand that neither the completion of this application nor any other part of my consideration for employment establishes any obligation for Contax360 BPO Solutions to hire me. If I am hired, I understand that either Contax360 BPO Solutions or I can terminate my employment at any time and for any reason, with or without cause and without prior notice. I understand that no representative of Contax360 BPO Solutions has the authority to make any assurance to the contrary.

I attest with my signature below that I have given to Contax360 BPO Solutions true and complete information on this application. No requested information has been concealed. I authorize Contax360 BPO Solutions to contact references provided for employment reference checks. If any information I have provided is untrue, or if I have concealed material information, I understand that this will constitute cause for the denial of employment or immediate dismissal. I understand that if I am not hired within 30 days of this application, it will be null and void and will need to reapply.

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