operation manager.

• To be accountable for ensuring that all operational performance measures are consistently achieved/exceeded;
• Maintain and improve customer satisfaction across all channels and products
• Accountable for managing absence, attrition and adherence within the teams;
• Measuring performance of the key Team Members against SMART objectives and behavioral competencies, identifying areas for improvement and personal development through one to one coaching and devising appropriate action plans;
• Responsible for maximizing team productivity;
• To develop, identify, grow and maintain talent by embedding a high-performance culture, providing regular feedback and coaching and ensuring strong succession plans are in place;
• Analyze, interpret and report to the Services Manager on performance statistics identifying trends and presenting appropriate recommendations for improvements;
• Developing excellent working relationships across all functions within the business and management of conflict situations;

skills and experience required.

• 5+ years managing and coaching contact center teams more than 10 members
• Committed to data driven decision making and result oriented;Clearly communication skills;
• Fluent spoken and written English;