Job Summary

Our Client is We are looking for a professional and results-driven Operations Manager to join our English Call Center team asap.
 

Job Requirements:

• English level: B2 or higher
• Previous experience in the call center field (preferred)
• Strong leadership and team management skills
• Ability to monitor performance, improve KPIs, and ensure high service quality

Key Responsibilities:


Performance Management: Monitor, analyze, and report on key performance indicators (KPIs) like customer satisfaction (CSAT) and service levels.

Team Leadership: Hire, train, coach, and motivate agents to achieve team goals, including handling escalated customer complaints.

Operational Optimization: Develop and implement procedures to improve efficiency and maintain high service standards.

System & Technology Management: Ensure CRM, telephony, and workforce management systems operate efficiently.
Budgeting: Manage operational costs, staffing schedules, and budget allocations.