computer skills and knowledge of common programs such as Microsoft Office. Previous experience working with
computer skills and knowledge of common programs such as Microsoft Office. Previous experience working with
To ensure the effective management of all aspects of the campaigns to ensure service delivery against client performance standards. Key Responsibilities (duties and expectations include but are not limited to) : - Ensure the successful delivery of Operational Targets according to client agreements:
Training Vendors and designing customized Training programs as per Training Calendar. Liaise closely with for feedback and content improvements. Execute program transition with new clients. Designing & Implementing short periods Liaise with clients to understand program objectives and milestones and plan training based Capacity Management Stakeholder Management Microsoft Office products 6- 8 years' experience of which minimum the needs of the business Computer literate (MS office, Word, Excel, power point and outlook) Professional
Training Vendors and designing customized Training programs as per Training Calendar. Liaise closely with for feedback and content improvements. Execute program transition with new clients. Designing & Implementing short periods Liaise with clients to understand program objectives and milestones and plan training based Capacity Management Stakeholder Management Microsoft Office products 6- 8 years' experience of which minimum the needs of the business Computer literate (MS office, Word, Excel, power point and outlook) Professional
impact on it. Motivate and manage performance of Senior Ops Managers within the account to ensure delivery Review monthly forecasts and agree targets with Senior Ops Managers ensuring alignment to customer requirements requirements. Compile quarterly reports with Senior Ops Managers and address areas of improvement. Ensure implement across teams. Actively engage and coach Senior Ops Managers on operational issues to ensure process Management of the Senior Ops Managers Provide daily direction and communication to Senior Operations Managers
Motivate and manage performance of Head of Ops / Senior Ops Managers within the operation to ensure delivery plans. Review quarterly reports with Head of Ops / Senior Ops Managers and address areas of improvement. Executives have up to 5 Senior Ops Managers working for them with a ratio of 1 Senior Ops Manager to up to agents. Decision making and accountability of the Senior Ops Manager is reduced because of the additional of CRM system 10 years' experience working at a senior level leading a service driven contact centre.
Influencing skills Detail orientation Microsoft Office Friendly disposition (focus on relationship building