Operations Manager

• Lead and inspire a team of call center representatives.
• Create and execute strategies to maximize call center performance.
• Analyze and track key performance indicators (KPIs) to evaluate call center operations.
• Collaborate with other departments to ensure seamless coordination.
• Identify opportunities for process enhancement and improve efficiency.
• Ensure compliance with company policies, procedures, and regulatory requirements.
• Address escalated customer complaints and provide timely resolutions.
• Prepare and deliver regular reports to senior management presenting performance metrics.
• Stay up-to-date with industry trends and best practices in call center management.
• Cultivate a positive work environment that fosters teamwork and ongoing learning.

• Proven track record in effective management of call centers or similar roles, with at least 5 years of relevant experience.
• Foster a culture of strong leadership, inspiring and motivating team members to achieve targets and deliver exceptional customer service.
• Effortless and effective communication with internal and external stakeholders, using written and verbal channels.
• Proficient in utilizing call center software and tools, including ACD systems, CRM software, and WFM solutions.
• Analytical mindset for data interpretation, trend identification, and data-driven decision-making.
• Exceptional problem-solving skills for resolving complex issues in a fast-paced environment.
• Impeccable attention to detail with strong organizational and time management abilities.
• Thrives under pressure, meeting tight deadlines with a positive and proactive attitude.
• Flexible availability for working non-traditional hours, including evenings, weekends, and holidays, as required by the business.

Neo Group