We are looking for a highly organized and results-driven Operations Manager to lead and enhance our Data Operation team’s performance and efficiency. This role will oversee day-to-day operations, ensure exceptional stakeholder management, and implement strategies for process improvement. The ideal candidate will possess strong leadership skills, a customer-centric mindset, and experience managing a high-performing data analyst team in a fast-paced environment.

Key Responsibilities:

1) Operational Leadership

   - Oversee daily operations, ensuring adherence to schedules, quality standards, and key performance indicators (KPIs).

   - Manage Data Operation analysts, including staffing, workload forecasting, and scheduling, to meet demand and optimize service levels.

   - Develop and implement processes and policies to improve operational efficiency and service quality.

2) Team Management & Development

   - Lead, coach, and mentor a team of supervisors, agents, and support staff, fostering a positive and productive work environment.

   - Conduct regular performance evaluations, provide feedback, and support team members’ career development.

   - Drive engagement and motivation through recognition, rewards, and clear performance expectations.

3) Customer Experience & Quality Assurance

   - Monitor and assess customer interactions, ensuring alignment with service standards and organizational goals.

   - Implement quality assurance measures, including transaction monitoring and internal customer feedback collection, to enhance service delivery and processes.

   - Address and resolve escalated issues in a timely and professional manner.

4) Performance Analysis & Continuous Improvement

   - Track and analyze key performance metrics, identifying trends and areas for improvement.

   - Implement initiatives to improve productivity, quality and other operational KPIs.

   - Collaborate with cross-functional teams to streamline processes, reduce response times, and enhance overall efficiency.

5) Technology & Systems Management

   - Oversee current tools and technologies, including CRM and workforce management systems, ensuring they are fully leveraged.

   - Identify and recommend tools and software solutions to improve Data operation team performance and enhance the deliverable results.

   - Coordinate with IT to troubleshoot issues and implement system upgrades.

6) Reporting & Strategic Planning

   - Provide regular reports on completed and Ongoing projects. Publish regular reports on team performance, challenges, and achievements to senior management.

   - Develop and execute operational strategies that align with broader company objectives and customer service goals.

   - Participate in budgeting and financial planning for the Data Operations team ensuring cost-effective resource allocation.

Qualifications:

- Education: Bachelor’s degree in Business Administration, Communications, or a related field; relevant certifications (e.g., Call Center Management) are advantageous.

- Experience: Minimum of 7 years of experience in contact center operations, with at least 4-5 years in a managerial or supervisory role.

- Skills: Excellent communication, leadership, and problem-solving skills with a data-driven approach to decision-making.

- Technical Proficiency: Experience with Data collection software, CRM systems, and workforce management tools.

Personal Attributes:

- Customer-Oriented: Passionate about delivering a superior customer experience and continuously seeking ways to improve service quality.

- Strategic Thinker: Ability to think critically, analyze data, and identify innovative solutions to operational challenges.

- Adaptable: Thrives in a dynamic, high-pressure environment and can adjust priorities as needed.

- Detail-Oriented: Ensures accuracy and attention to detail in all aspects of operations.