Assistant Operations Manager - Universal Access and Systems Solutions Inc.

Job Overview:

The Assistant Operations Manager will lead a team of agents, driving performance to meet established KPIs and enhance customer satisfaction.

Responsibilities:

• Operational Oversight: Manage day-to-day operations of the contact center, ensuring that all technical and customer service inquiries are handled promptly and effectively.
• Performance Monitoring: Analyze key performance indicators (KPIs) such as Average Handle Time (AHT), Quality, Service Level, and Customer Satisfaction (CSAT) to identify trends and areas for improvement.
• Team Leadership: Lead and motivate a team of 120-125 agents, providing guidance and support to ensure high levels of performance and morale.
• Training and Development: Organize training programs for agents to enhance their technical knowledge and customer service skills.
• Process Improvement: Identify and implement process improvements to enhance operational efficiency and service quality, utilizing methodologies such as Six Sigma.
• Collaboration: Work closely with other departments, including technical support and customer service, to ensure seamless service delivery and issue resolution.
• CRM Utilization: Oversee the effective use of Customer Relationship Management (CRM) tools to track customer interactions, manage accounts, and improve service delivery.
• Client Interfacing: Serve as the primary point of contact for clients, providing regular updates on operational performance and collaborating on improvement initiatives.
• Escalation Management: Handle escalated customer issues and ensure timely resolution, working with cross-functional teams to address root causes.
• Reporting: Prepare and present performance reports to senior management, highlighting achievements, challenges, and strategies for improvement.
• Capacity Planning: Analyze contact volume trends and agent productivity to forecast staffing needs and optimize workforce scheduling.
• Risk Management: Identify and mitigate operational risks, implementing contingency plans to ensure business continuity.
• Business Continuity Planning: Execute the policy for Business Continuity Plan (BCP) to ensure the contact center's resilience in the face of disruptions.
• Customer Feedback Utilization: Gather and analyze customer feedback to inform operational strategies and improve service delivery.

Qualifications:

• Any Bachelor's degree preferably Business Administration, Management, or a related field.
• A minimum of 3-5 years of experience in contact center operations or management, preferably in the telecommunications industry.
• Proven experience in managing teams and driving operational performance in a contact center environment.
• Experience working with a telecommunications account or similar industry, with a strong understanding of technical support and customer service processes.
• Strong analytical skills, with the ability to interpret data and make informed decisions.
• Proficiency in Customer Relationship Management (CRM) tools and other operational software.
• Excellent communication and interpersonal skills, capable of fostering collaboration across teams.
• Preferred Achievements: Certification in Six Sigma (Yellow or Green Belt) or similar process improvement methodologies is highly desirable. Certification in Business Continuity Management (BCM) or related disciplines is an advantage.

Desirable Skills:

• Strong familiarity with customer service metrics and KPIs relevant to contact center operations, with the ability to analyze data and drive performance improvements.
• Ability to work in a fast-paced environment and manage multiple priorities, including the flexibility to work in any shifting schedule.
• Strong problem-solving skills with a focus on customer satisfaction.
• Strong organizational skills and attention to detail.

Industry

IT Services and IT Consulting

Employment Type

Full-time