Manager & Senior Manager Ops

As a Manager Operations / Senior Manager Operations for Travel Email Business, you will be responsible for overseeing and managing call center operations related to travel processes. You should have a strong understanding of call center metrics and the ability to develop operational strategies to enhance productivity and customer service standards.

Key Responsibilities:

• Determine call center operational strategies including needs assessments, performance reviews, capacity planning, and cost/benefit analyses
• Develop call center systems such as customer interaction and voice response systems, and voice networks
• Maintain and improve call center operations by monitoring system performance, identifying and resolving problems, and implementing quality assurance programs
• Accomplish call center human resource objectives by recruiting, training, coaching, and disciplining employees
• Meet call center financial objectives by estimating requirements, preparing budgets, and analyzing variances
• Prepare call center performance reports by collecting and analyzing data and trends
• Maintain equipment by evaluating, installing, and implementing upgrades

Qualifications Required:

• Extensive experience working in Operation Management
• 1+ years of experience as a Manager/Senior Manager Operations
• BPO industry experience required
• Education: Graduate

Additional Details:

• You should possess excellent verbal, written, and interpersonal communication skills along with exceptional listening and analytical skills.
• Proficiency with Microsoft Office (intermediate Word, basic Excel) is necessary.
• Outstanding customer service skills and dedication to providing exceptional customer care are essential.
• Ability to multitask and operate successfully in a fast-paced, team environment is crucial.
• The work culture involves 5.5 days of work per week. As a Manager Operations / Senior Manager Operations for Travel Email Business, you will be responsible for overseeing and managing call center operations related to travel processes. You should have a strong understanding of call center metrics and the ability to develop operational strategies to enhance productivity and customer service standards.

Key Responsibilities:

• Determine call center operational strategies including needs assessments, performance reviews, capacity planning, and cost/benefit analyses
• Develop call center systems such as customer interaction and voice response systems, and voice networks
• Maintain and improve call center operations by monitoring system performance, identifying and resolving problems, and implementing quality assurance programs
• Accomplish call center human resource objectives by recruiting, training, coaching, and disciplining employees
• Meet call center financial objectives by estimating requirements, preparing budgets, and analyzing variances
• Prepare call center performance reports by collecting and analyzing data and trends
• Maintain equipment by evaluating, installing, and implementing upgrades

Qualifications Required:

• Extensive experience working in Operation Management
• 1+ years of experience as a Manager/Senior Manager Operations
• BPO industry experience required
• Education: Graduate

Additional Details:

• You should possess excellent verbal, written, and interpersonal communication skills along with exceptional listening and analytical skills.
• Proficiency with Microsoft Office (intermediate Word, basic Excel) is necessary.
• Outstanding customer service skills and dedication to providing exceptional customer care are essential.
• Ability to multitask and operate successfully in a fast-paced, team environment is crucial.
• The work culture involves 5.5 days of work per week.