Operations Manager - St Lucia

JOB SUMMARY: The Operations Manager position will be responsible for a team of supervisors in a multichannel contact center, enabling cross-functional collaboration between operations and support teams. The 
Operations Manager will seek to improve key metrics through increased quality, consistent conversion and 
increased customer satisfaction. The incumbent is also responsible for maintaining performance through 
effective coaching, mentoring and motivating supervisors and frontline employees. 


KEY RESPONSIBILITIES:

• Identifying and driving initiatives that support meeting or exceeding key operational performance 
  targets for the account.
•  Motivating, coaching and developing direct reports and front-line employees to reach their full 
  potential through effective monitoring, assessing and providing feedback to achieve and maintain 
  high standards of performance and employee engagement.
•  Efficiently & effectively handling escalated customer concerns as needed.
• Participate in cross-functional communications and meetings to support the specified unit and 
  domain in conjunction with support teams.
• Assisting in ensuring that the contact center systematically captures relevant customer feedback and 
  sharing with the relevant stakeholders in the parent company.
• Routinely measuring customer satisfaction through formal and informal means and working to 
  develop processes to respond to the identified need.
• Promoting success by consistently analyzing process improvement opportunities.
• Developing, adhering to, supporting and administering company policies and procedures as defined.
  
• Finding creative ways to surpass targets.
  
• Proactively raising issues which impact the domain’s ability to maintain success.
  
• Consistent and effective reporting on team/test progress, challenges & successes by compiling 
  statistics, interpreting data and taking appropriate action to support findings and goals (KPIs).
  
• Ensuring disciplinary discussions and actions for supervisors and front-line employees occur in 
  transparent, accurate and timely manner.
  
• Hosting/facilitating meetings relevant to areas of focus.
  
• Managing relationship with account managers and other operational leaders.
  
• Guiding employees along a mutually identified development path.
  
• Maintaining accurate documentation of team members’ overall performance.
  
• Performing additional responsibilities as consistent with the job level and overall direction of the 
  senior leadership team.
  
• Performing contact center activities as needed.

KEY COMPETENCIES:

• A proven track record of managing multiple priorities, tasks, and projects simultaneously
• Superior analytical skills, knowing how to do root cause analysis, and the ability to connect behavior 
  to results
• Excellent verbal and written communication
  
• Demonstrate a positive attitude, lead and facilitate change, and always model professionalism
• Demonstrable expertise and experience in people management, with an emphasis on managing 
  multiple teams in a constantly changing environment
  
  

QUALIFICATIONS AND EXPERIENCE:

• 2-3 years in a leadership position for a contact center environment
• Bachelor’s Degree, preferably a business or communications related major
• Demonstrable competency with MS Word, Excel and PowerPoint