Operation Manager

Description

The positioning of the position in the organization

Under the authority of the General Director

Mission and Responsibilities

    Responsible for operational management and the achievement of predefined results from a qualitative and quantitative point of view.

    Set daily, weekly and monthly goals

    Develop goals for daily call center activities

    Carry out effective resource planning to maximize resource productivity (human, technological, etc.)

    Collect and analyze call center statistics (sales rates, costs, customer service indicators, etc.)

    Lead a team - Communicate - Lead a project - Build a dashboard - Work by objectives - Analyze performance - Organize teamwork

    Evaluate performance with key indicators Use KPIs to monitor the performance of your teams. In the event of a poor result, the customer relations manager must take the necessary measures to remedy this problem.

    Prepare reports for other departments or senior management

    Job classification. - Quality procedures - Business management technique.