Operations Manager

• Operations Manager (TSR o CSR ) will report directly to the Senior Director. 
• Responsible for the development and update of Customer Service or Technical Support processes, standards and systems to ensure best practices are maintained.
• Responsible for ensuring a high quality of service is maintained by the Technical Support Team or Customer Support Team
• operating guidelines and objectives, and that expenditures remain within the allocated budget.
• Responsible for creating a training plan and specifics for new staff.
• Develop and improve policies and procedures for Technical Support or Customer Support Team. 
• Ensure staff compliance with PSIs policies and procedures.
• Mentor/develop/motivate staff and leaders. Ongoing evaluation of direct staff for required skills and experience.

Qualifications

• Minimum Five (5) years and Up as a Manager experience in a technical support or Customer Support team management role in a BPO industry. 
• Familiarity with call center reporting and statistics.
• Familiarity with QA processes and procedures.
• Associate degree or equivalent experience in Information Technology and Technology Management.
• Ability to communicate effectively with staff, leaders, and clients.
• Ability to construct correspondence that is professional, concise, and grammatically correct.
• Consistent team player with positive attitude.
• Ability to multitask and stay well organized in a fast-paced environment.
• Ability to take ownership and leadership to ensure successful project implementation.
• Excellent interpersonal, organizational, and time management skills.
• Strong leadership skills with willingness to learn.
• Demonstrate fundamental analytic and problem resolution skills.
• Strong conflict management, teambuilding, and motivational skills.
• Ability to handle difficult conversations in a professional manner.

• Responsible for supervising, managing and motivating team members daily.
• Contact point for all team members
• Manage effective communication and to act proactively to ensure smooth team operations and effective collaboration.
• Planning daily activities and delegating tasks
• Clearly outlining goals and ensuring group members understand what's expected of them
• Educating and training new group members as well as support staff
• Meet Operations Key Performance Indicators Attendance, Quality, Tokens Per Hour
• Develop action planning to improve productivity, identify potential problems and solutions.
• Manage the fair and consistent application of performance management and disciplinary measures as necessary.